Great News: You Screwed Up an Order!

Sales Rep: My biggest customer just told me they are sending more work our way!

Manager: Wait, what? Didn’t we just royally screw up an order of theirs?

Sales Rep: Yup! We blew the run and had to eat $25,000.

Manager: And they want to give you MORE work? That doesn’t make any sense.

Sales Rep: It does to me. When I found out about the issue, I owned it. I called with the bad news and gave them two options to rectify the situation, leading off the conversation with an apology. After they decided, I sent daily updates. In addition, we digitally printed a small quantity to tie them over. Also, I did a Zoom call and included our head of Production, letting them know what happened and what is being done to ensure it won’t repeat.

Manager: Sounds like the screw up was the best thing that could have happened to you.

Sales Rep: Because of how we handled it, yes. The client said their faith in us a quality vendor skyrocketed as a result. Their direct quote was, “We want a vendor with integrity as well as quality. Anyone can make ink and toner stick to substrate. A good vendor does the job with consistency. A great vendor is made when situations like this arise. You have proven yourselves to fall into that category.”

Bill Farquharson can be reached through his website, SalesVault.pro or phone 781-934-7036

The preceding content was provided by a contributor unaffiliated with Printing Impressions. The views expressed within may not directly reflect the thoughts or opinions of the staff of Printing Impressions. Artificial Intelligence may have been used in part to create or edit this content.