Let me tell you about what happened to me last week. You can identify, I'm sure.
Had a customer who placed an order. TWO WEEKS LATER (about 10 days ago now) I was told by our office staff that the item was on back order and the vendor "hoped" to ship within 5 days. Whoa -- not good. So I didn't get mad or frustrated (Yes, I know it's hard to believe calm-cool-me EVER reacting that way. HA!). I just kicked into "alternative mode" and called another vendor whose product I like and talked to them. They were to drop ship the item to an artisan who needed to put a special touch on it and he would send the package onto to us in plenty of time. Done. Everyone was on board and all knew their specific piece of the puzzle.
Well.....(you know what's coming).....the second vendor never sent his product to the artist and I found out Friday morning (when the customer was coming at 5pm that evening) after I had repeatedly asked if we had received a box from Massachusetts. Here was another chance for a good 'ole, really ripe, kicking and screaming temper tantrum where I could blame others and seem like I had every right to do so, you with me? Oh, man, what an opportunity. But I didn't. I acted like an adult (RATS!!). What saved this scenario? I knew the original item had arrived and was on display. So I nabbed one of them and called the customer. Explained the situation and told her how I was going to solve it. She TOTALLY understood, wholeheartedly accepted my solution, and thanked me for all the help I had given her. Whew!! She had every right to tee off on me, rant and rave on how this had inconvenienced her....but she didn't. And I thanked her in kind for her pleasant understanding and acceptance and silently said a prayer thankful for her reaction along with the coincidence of the in-store arrival of the perfect substitute.
I know all of you have had similar situations. Sometimes it works out and sometimes it doesn't. The former feels really good....and the later stinks big time. Let's be happy that the odds are more in our favor than not.
