It was probably 2002. We had been pursuing a vendor for over a year, and we'd finally got them to consider us. They visited several of our stores, and only one of them dropped the ball. Their Natn'l Sales Manager walked up to our counter, and wasn't greeted in a minute and a half by the tech who was doing a tune up. Not a difficult tune up, but the tech felt like that person would wait. At the 91st second she pivoted from the counter, called our buyer and let them know the deal was off.
We have people working in our stores, and people make mistakes. We do not expect you to do everything perfect, but you are expected to do your best. If the tech above was in the middle of Brain Surgery, his response would have made sense. His action did not, and lost for all of our stores a valued vendor by his choice alone.
The details always make a difference. Please be the one in your store that goes the extra mile, and achieves perfect customer service this month. Make it your goal, and you'll be much more able to do it.
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