Root Cause Analysis: An Analysis Of Conflict In Business

The conflict I encountered in my business/shop recently.
At about 10am on Monday morning I received a phone call from my regular customer, I saved her name on my Mobile phone as mummy Kelvin, because her first son’s name is Kelvin. I was in the market buying generators and spare parts, when she called me.
And I received her called I greeted her normally like I used to all of my customers, and she responded, there after, she complained bitterly, I can feel it from the tone of her a voice that she is not happy at all. The complain was that the 2.5kva automated voltage regulator(AVR) she bought from my shop is bad and the AVR had burnt her 2.5kva stator some call it feed coil. I couldn’t say much because I was buying and transacting business in
When I settled done, offloading my generators and spare parts, I sorted my spare parts arranged them properly on my shop canters – price tagged the spare parts. Then I called her by her phone line, she came in less than ten minutes because she lives around the neighborhood.
I consciousness called her, so that I can resolve the conflict using the Root cause analysis tool. The steps I took to resolving the issue are as follows.
Firstly what I did was to passionately apologize to her for any inconvenience I and my business might have caused her, and I assured her it was not intentional, I went forward to tell her am ready to compensate her fall her loss. Then she was relax and ready to listen, more importantly ready for other persons opinion. I now asked what and how it all happened while I listened to her explanation
Within a while the house boy came to my shop with the AVR, when I saw the AVR, immediately I told her its not from my shop, and the house boy confirmed that he had not bought the AVR from my shop. The house boy explained that he actually came to my shop but my shop gates were locked, and he had to bought from my colleague, just a pole next to my shop. At that point I was vindicated, mummy kelvin was now the person apologizing to me, for all the embarrassment over the phone.
Mean while why we were discussing and analyzing were exactly her (mummy kelvin) house boy bought the AVR from, her feed coil (stator) was been worked upon by the technician (a coil rewinder) worked on the feed coil and the generator was coupled, and the generator did not produce power (light) while working. That was when she humbly seek my candid advice on what to do, to make her generator work perfectly.
Step 4; identifying the Root cause effect, I explained to her that the stator, armature including the AVR are all spoilt not just the AVR is faulty, but the three.
Step 5; I then advice her that to enjoy the generator she has change the stator (feed coil), armature, and the AVR. Which the did, she bought the three from me. The technician coupled the generator, starts it, the generator is now working and producing light (power) at same time. The generator is now in perfect condition and she