Vita is a sales rep for a company specialising in quality hair products. She managed to win over a prospective customer, Marlene, who is a hairdresser, by helping her personally with all the order forms, as English is Marlene's second language. The hairdresser was so pleased with Vita's service and help that she ordered a whole shop full of the company's products for the opening of her new hair salon.

The products were due to arrive two days before the store opened. On the day of opening the products still had not arrived. Marlene phoned Vita in tears.

When Vita phoned the warehouse they said the delivery truck was fully booked and the products would not be available until the following week, despite the fact that Vita had placed the order in time.

The sales fell through and Marlene found another supplier for her salon. Any future sales were also lost. Vita was very angry and when she complained to the warehouse manager he said, 'Don't worry, its only bubbles!'.