Hi All, I learned a long time ago that no matter what you do in a
large organization that growing problems will happen and that no
matter what you do as the Ceo of large (or small ) companies, you
cannot foresee the future when you make changes. In the past years of
being on orchid, I have noticed many people being upset and saying
they will not do business with a supplier or another due to some
mistake or communication problem that happened with an order or an
individual. Mistakes and miscomunication will happen… Has it not
happened to you in the past, or are we all perfect ???
In Thailand, They have a saying… "Cha yen yen " …what this
means is keep your head cool… keep your temper in check… Deal
calmly with the situation … Anger and retribution does not get you
anything but more anger and retribution…
I know that this is not always the easiest thing to do, but if you
don’t, eventually you won’t have a supplier you can deal with. I had
a friend in the jewelry business who ordered some materials from a
supplier previously mentioned and he received the wrong material,
returned the merchandise, reordered and got something different
again… He refused to do business with that company and refused to
call and straighten out the problem, claiming that the company was
trying to rob him… He noticed that I had some very sophisticated
tools and equipment that he wanted to purchase and they came from
the company he refused to do business with…Well, I called the
company at this point, spoke to a rep and explained my friends
problem and they sent a salesperson to him to find out all the
specifics and get the problem resolved which was done to everyones
satisfaction. I had to do this because my friend had already told me
of 3 suppliers he had problems with and refused to do business with
any of them… he was running out of good suppliers !! Now, he has
learned that it is neccessary to practice diplomacy on occasion to
resolve problems… and as I explained to him, ask to speak to
someone in accounting or a sales manager if your problem is not
resolved at the lower level. No company intentionally tries to loose
customers and all of us deep down know this to be true. Shipping with
UPS, FedEx, US postal service… All of them have their problems at
one point or another… Some people say they won’t use one or the
other because of lost packages or something to that effect… It will
eventually happen with any of them. US postal service… they lost
packages and it took me 6 months to get the refund… Fed ex : made a
mistake delivering an overnight package to a customer taking product
to Europe… I caught hell from the customer for a week… UPS lost
one package in 4 years … and it was not lost… it was delivered
and someone stole the merchandise off the front porch… UPS sent me
a check within one week for the lost merchandise… My answer to good
shipping…once you have a problem… go to manager level and
explain the problem… perhaps they have a driver who is not doing
their job properly . they won’t know this until someone complains
high enough to make a change in your area. My personal preference in
shipping is UPS … why? because their computer software works
flawlessly, they pickup at specific times… they supply free boxes
,labels,software, and a printer for their free labels for your
computer…
Fed ex is similar…
US postal service will pick up … if neccessary, but , no software,
hand written froms that take a fair amount of time to complete for a
business owner…Specifically when you ship 5 to 10 packages a day !
If I have to send someone to the post office, it will cost me 1/2
hour + in labor for the employee and i can’t easily track the
packages when a customer calls me …
Again, these are only my opinions Best wishes ,
Daniel Grandi
to get more. So 2 are local. As far as my rant on UPS well I’m