Looking back on the Smith job, I realize I handled one thing right and two things very wrong.
The right thing was the paperwork. Having signed confirmations and a careful paper trail of all custom material really helped us out in this tough situation.
I did the first wrong thing because Alan is a great salesman. Like his new clients, I was wowed by his presentation—so much so that I forgot to make sure there was substance to back it up. How many times, when facing a rival quote, have I asked our customers to consider more than just the salesman’s charm? Yet there I was, assuming Alan had everything under control because he had charisma.
I did the second thing wrong because I am salesman. I struck a deal to work with Alan on future jobs too quickly. The lure of new business drew me into what became a difficult alliance.
Eventually, the Smith job was completed, and it really did live up to the spectacular design that Alan presented on the first day we met. And now that I know his strengths and weaknesses, we have found a way to work together. But I still blame myself for forgetting the other rule of dealing with sales-people—if something looks too good to be true, it probably is.
Tad Troilo is a manager for Cranmer’s Kitchens by Design in Yardley, Pa. 215.493.8600. E-mail: TadNT@aol.com.
