🚀 go-pugleaf

[followups trimmed, future responses will be *sneck*ed]

In article <4hohfp$9v1@news.internetmci.com>,
David Fisher  <David.Fisher@InternetMCI.com> wrote:
>I am reading all of this stuff about FCC complaints and lawsuits.
>Would you also sue Macy's or Dillards if they had your favorite shirt on 
>back order or even your local car dealership if that shiney new car that 
>you had on order was backordered at the factory??? 

If they guaranteed it would be on the showroom floor, and you needed that
specific car to run your business, and they kept telling you it'd be in real
soon now and it turned out it hadn't been manufactured yet?

I've found myself in that position with a customer. It happens, when you're
a big company and sales and marketing and engineering don't always talk that
well. But it's *never* appropriate to put down the customer's concerns like
that. You could have put them out of business with these delays! If your
sales people didn't know, they should have called up their customers when
they found out instead of waiting... even suggested a competitor. And you
know, sometimes the right thing to do is "fire" the customer... send them
to a competitor... so the next time they'll go to you first knowing that if
you can't do the job they won't be left dangling like this guy was.

And if all that fails, the correct response is "we're sorry, we'll try not
to do it again"... not "hey, look at the stuff we're gonna have real soon
now". Because you've established that you can't always deliver the stuff
you already have so who cares what you're maybe not going to be delivering
later?

So...

Instead of telling us about the cool infrastructure, how about sitting back
and taking a good look at your corporate culture?