HH3 wrote:Dealing with supplier f**k ups has been my full time job the last two days.
The worst offender is in Victoria. I ordered something that is very important to my customers business. The product has heaps of different variances, and he needs a specific one.
Ordered the right thing Tuesday, they invoice and send the wrong thing. Gets here yesterday wrong. The customers fuming because he needs it badly.
I talk to the Vic office, they apologise and pledge to fix it ASAP.
This morning, the delivery comes in. Very quick. Except it's the same WRONG stock we got yesterday. This time the invoice is right, but their warehouse picked it wrong.
Another one shipped our order out from Melbourne Tuesday with a backorder on it. They tell me this morning, 4 days later, that the thing on backorder doesn't exist anymore, and now I need to talk to our customer, who's been waiting too long already, if he wants the replacement product, and tell him that it won't get to us til probably Wednesday next week.
I've copped a fair few naughty words the last few days.
I've got a "don't swear at me policy", if a customer gets all f-bomb over the phone I politely tell them that I'm not willing to tolerate that, I don't get paid to be subjected to verbal abuse and basically tell them I'm hanging up, then I hang up.
Keep in mind, nearly half my contact on a daily basis is with site supervisors, site managers and builders who all think blowing up and swearing their heads off will get them what they want.
I can tell you, it works. Works well, you have to have the backing of your superiors to do it, hanging up on a customer, but I can confirm it works really well.
