Life and Business Lessons #4 The Customer is Always Right

- By Jeanne Doheny (about the author)

When I first entered business, I was enthusiastic, eager, focused, and some might say aggressive. Everything was "new"; the world an open book and I couldn't wait to tear into it and leave my mark.

I worked my way through menial positions, grasping and holding onto the lessons I deemed most important. One of my first positions required contacting and receiving orders for pharmaceuticals, sold directly to veterinarians. I learned telephone techniques, questioning techniques, negotiating, and I learned about the industry and the use of the products we manufactured and sold.

It was right after the Christmas holiday and there were two of us in the office to receive calls and take orders. Everyone else had the day off, as part of the Christmas holiday, but it was company policy that the phone would be "manned", just in case a vet called. So there we were, all was pretty quiet, except for Hilda, the cleaning lady. Actually, she was quiet too, as she shuffled around and through the building in her soft white shoes. When you least expected it, she would round the corner, scaring the bejezus out of both of you. Ah, Hilda! She's cleaning bigger and better places now.

Anyway, I digress. It was mid-morning when the phone finally rang. I looked across the room. My office mate, Nancy, grabbed the receiver, anxious to have something to do. The call seemed routine and I was really not interested. The call was put on hold and it was explained to me that Dr. Hansen was upset because he did not receive his shipment of Bovo Cox and he wanted to talk to "someone", NOW. Being the only other "someone" in the office, Nancy was eager to pass along this problem. Oblivious to the sensitivity of the situation, and feeling somewhat self-important with this new-found authority, I took the call. A booming voice on the other end demanded to speak to someone with a little authority. I know I shouldn't have, but I just couldn't help it. I'm guessing the devil was squarely positioned on my right shoulder whispering in my ear. And yes, I did, I said, "Well, I have as little authority as anyone". This was met with a short period of silence, which was beginning to suddenly feel like an eternity. Oh! Oh! Having quickly regained my composure, I inquired as to Dr. Hansen's problem and, given the circumstances, told him what I could do for him, reassured him, conveying great understanding. Yes, his problem would be handled with personal care and the issue resolved expeditiously and accurately. Relieved at having dodged a bullet, I leaned back in my chair and Nancy and I chuckled over the incident. Not another word about Dr. Hansen.

Dr. Hansen, my seemingly flippant response, all a thing of the past... until Monday morning, when everyone else returned to work. Soon, there was a flurry of conversations and impromptu meetings behind closed doors. I observed, not participating, or being asked to participate at this juncture. Soon, however, I was invited into the General Manager's office. Direct questioning elicited the exchange from the dreaded phone conversation with Dr. Hansen. Dr. Hansen was not happy, the General Manager was not happy, the Sales Manager was not happy, the Salesman was not happy, and the Vice President was not happy. "Was not happy" does not describe the emotion that reverberated. Angry, enraged, furious, irate. Now those were more descriptive. What was I thinking? Everyone wanted to know. It is hard to explain stupidity.

Apparently, Dr. Hansen wielded more power than I realized. The result? A carefully composed letter explaining the error of my ways, a sincere apology and, in effect, a promise not to do it again. Everyone got a copy. Dr. Hansen, the General Manager, the Sales Manager, the Salesman, the Vice President and, of course, my personnel file. Now, I was branded for life. Branded as the upstart woman in the sales office who would dare to be flippant with a customer.

I did learn my lesson. Actually, I learned it so well, I still have a copy of that letter. Click here if you would like to read it. Some of the names have been blocked to protect the innocent. Some of the dates have been blocked to protect my age.

Did I ever do that again? I don't think so. I may have "fallen off the wagon" a time or two, but never to that degree. Customers pack a wallop and it is not good to be on the receiving end. Customers... they're ALWAYS right.