I had not seen Richard for a very long time. Many years ago we worked at the same place. Now he is with a large international company. When I saw him in the middle of the street with his phone at his ear, I was delighted. Richard has the characteristics that he is always in a good mood and goes with a smile through life. However to my surprise he looked very depressed.

I asked him what the matter was and he told me his story. One of his customers had informed him that they had moved. But the next shipment, which they sent to him, went again to the old address. The customer informed them again that they had moved. Also the next shipment was sent to the old address. As this was a parcel, it was forwarded to the new address and the customer had to pay 10 Francs about which the customer understandably complained. Richard as the manager said that back then he was close to despair. The address of the customer was correctly stored in the system and still it did not work properly. Richard had a box of chocolates, his mobile phone number and the 10 Francs sent to the customer as an apology. I started to laugh and asked whether this had been sent to the new or the old address. He answered that it had gone to the new address. Then why are you so unhappy, I asked him. He explained that the next parcel went again to the old address of the customer, who had just complained again.

I felt Richard’s despair but could not help him. Certain banal mistakes seem to be a mystery, which to fight is not so easy.