Several years ago, I realized that, when given a choice, I would stop at a BP gas station simply because the people who worked at the BP station located in Rose City c. 1997-1999 were always very polite. I have not lived in the Rose City area since 1999 and the gas station has since been torn down and rebuilt in another location. But those fond memories of the polite BP employees remain. And for years I continued to buy gas at BP.

I will admit that since I have been commuting between Michigan and Cincinnati, I have been stopping at another gas station that gives me every seventh cup of coffee for free while also having the cheapest gas on I-75. But my memories of those courteous BP employees remain.

Today, I stopped at a BP gas station and had the misfortune of interrupting Christina as she read her paper. With little enthusiasm, she gave me a receipt for my gas. My second mistake was saying that it appeared that I had been overcharged. Christina snapped, “I didn’t overcharge you.”

Holding the $86.57 receipt for my $44.68 purchase, I made my third mistake. I asked to speak to someone else. Christina was emphatic that there was no one else to talk to; that the only number I could call was the phone she would answer, and that if I wanted to talk to the owner that I would have to get up early because he was only available between 5:30am and 6:00am.

My fourth mistake was getting my cell phone and indicating that I planned to call BP’s headquarters and looked around for a phone number. Christina informed me that the station was franchised and that the main office would not care how I was being treated.

As it turns out, I had not been over charged. Christina had given me the wrong receipt. She also helped confirm that BP employees are not as polite as they used to be in 1999.

A few months ago, the last time I was at a BP station, I dealt with an employee who was not nearly as rude as Christina, but who was not someone I would care to deal with again. I had already decided not to stop at that particular gas station again. Because of that employee as well as Christina, I realize that I need to be cautious of BP stations in general.

Is it logical that two encounters should wipe out the good feelings that first began a decade ago? I don’t know what those former BP employees are doing today. But I do know the caliber of employee with whom I encountered in my last two trips to BP. And whether or not Christina is correct that the corporate office does not care how she treats me, I care. And whether or not she realizes it, Christina represents all of BP; a gas station I am unlikely to patronize again anytime soon.

Because I know that I often make mistakes, I have learned to take a soft approach when I confront someone whom I think is in error. Today, I told Christina that it appeared that I had been overcharged; not that I had been. I did not know if the amount printed on the receipt I had been given was actually charged to my credit card. By starting with a statement of possibility rather than an accusation, I attempted to make it possible for us to try to find a solution to an apparent problem.

I have also learned that it is best to quickly apologize when I am in error. For example, I recently over-reacted to a student request that I thought was unreasonable. Regardless of how unreasonable the student might have been, nothing justified my cranky e-mail response. The next morning, I send her an apology and worked with her to resolve the issue. Because I quickly made amends by making things right, I would not be surprised to see this student in a future class.

I know that I represent the college. Therefore, I not only do my best to make my classes inviting but I try to be of service to anyone I encounter on campus. And when my actions are inconsistent with my values, I do my best to quickly make amends.

–Steven L. Berg, PhD