You know what they say about the best-laid plans? You can consider every detail, cover every angle and still. Curveball.
I had a claim to resolve with a vendor from a recent install. The furniture piece they sent had a cracked drawer box. It’s unfortunate, but it happens and this vendor is excellent at resolving these issues, when they occasionally come up, which is why I love working with them.
Our team made the arrangements among the client, warehouse, delivery company, and our office to have the replacement piece delivered. Even though it’s a very straightforward swap, I always insist that I, or someone from my team, be there to supervise deliveries.
The delivery company agreed to call a half-hour before their planned arrival so I could pop over to meet them.
They didn’t.
About an hour before the expected delivery window the client called to say the delivery company was there. They were going to swap the piece and use the existing drawer as they didn’t like the new one. Was that okay…?
I raced over, discovered they had replaced a perfectly good piece, left the broken part there, and departed with the new replacement drawer. To be fair, they were trying to be conscientious and the intent was to do a great delivery.
We managed to call them back. They replaced the drawer with the new one, which was perfect, and the claim was resolved.
Best laid plans. Right?
