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You can blame me for anything as long as I keep the business. Funny in the army I lied through my teeth and was good at it but that was more about self preservation. These days I tell the truth no matter the consequences.
Today was one of those days you just want to kick into touch and forget about it as if something was going to go wrong it did. These days holding on to a customer is hard enough as it is a rarity when they order and when they do you need to offer them brilliant everything. Just be on the ball and yes sir three bags full sir type service keeping them happy.
In the past this customer has been a bit touchy as they had issues with paying via their admin office. We kept our foot down and played hard ball as their sister company went belly up in March this year. They were restructuring and companies only do that with things aren't quite right.
We had communication issues as the buyer would email me and then once the quote was through I was missed out the loop dealing with the factory. In this instance everyone should have taken the blame as I was in the dark on what was happening. Unfortunately it happened again on Monday and I was furious with everyone again.
A quote request went through at 11am which I forwarded to the admin at our factory and chased up the response via phone. I had no idea the quote was accepted and received an email at 16.50 asking if they are receiving the delivery the following morning. I know that is a bit tight as deliveries from a place 500 km away have cut off times and 5pm sounds about right from what I have experienced in the past.
Communication is everything in business and keeping to the truth is a line I like to walk. Lies complicate things and at some point you will trip up looking like a prime twat. I explained to the buyer where he had gone wrong as his argument was we should have known he was ordering and should have just got it ready. Like last month I said when you asked for a quote and never ordered? In my book there is a big difference between a quote and an official order. Tell me the truth and I will make a plan by borrowing stock from another client.
They received the order this afternoon as the truck was delayed to heavy storms and rainfall on route. For me less than 48 hours to be manufactured and delivered is still pretty good going and if they are unhappy it is what it is. Don't order when you run out and try and blame others. I had phoned them twice a week so it would never get to this point and yet they still send you a curved ball. I don't blame the buyer in this particular instance (definitely to blame) as he was let down by his staff members and is looking for a scape goat. Everyone is covering their backsides right now protecting their jobs and blaming a supplier is better than pointing fingers internally. He should have done the checking himself, but I can't tell him that.
The problem is the customer is always right and if you want their business you just have to suck up anything they say right now. By no means are they the biggest, but still a decent client to keep. Business is hard enough right now with the chances of stupid mistakes from all involved with a lack of communication. This is why I like to do things myself and not rely on the others to do anything.
Tomorrow is the day I make the appointment for next week with a target I have been after for many months. This cannot afford to be messed up as it is not me who will be attending. My business partner is attending and we think very similarly so I don't have any worries except for the office staff.
This one client means that much to me as it is so big it would make the lock down profitable and worth the time sitting at home twiddling the thumbs. Some accounts can take years to land and only take 5 minutes to lose and why having decent staff is crucial to any business. For this client I will stipulate that the two of us are the only contact they have as this would never have been an issue as plans can be hatched to cover a problem very easily.