I knew what was happening. Our salesperson probably forgot to address this customer’s concerns. I was sure we were supposed to replace the door as a warranty claim, or perhaps it was damaged in shipment. We had been extremely busy and little things had been slipping by us.
I was determined to use this incident as an example of the importance of every customer, no matter if they are buying lumber for a condo complex or just a single door. This would become a great educational tool for the entire sales staff.
At our next meeting, I began to discuss the incident. I was careful not to single out Bob, the “plaintiff’s” salesperson. I changed the details, calling the peeling door a “problem window.” And I changed the caller’s name to Zeus.
“And make no mistake,” I warned at the end of my presentation. “This is going to cost us dearly.” I paused for effect. “Very dearly.”
Bob’s hand shot up.
“Did you ask him about his paint?” he asked.
“Who?”
“The guy with the door.”
“Zeus wasn’t complaining about a door,” I said, keeping up my charade.
“Who’s Zeus?” Bob asked.
