I have been wrestling with some thoughts recently. If you have read any of my posts you know how much I value integrity. We have turned away business if we feel a client is dishonest or lacks integrity. To us relationships and partnerships are everything.
We recently lost a customer. Of course, that happens to everyone. They had some new staff and they had fired our contact. We worked very hard to be sure the transition for them was smooth. We did show paperwork for them at no charge because they didn't know how to do it. We provided many services for them that we normally charge for at no charge. When they had a list minute show request come in and all of their inventory was out at other shows, we rushed an order to be sure they had a display for their show. We did not charge them any rush charges.
In the end, these new employees screwed up a couple of things for their shows and they threw us under the bus to their boss. I am a big girl. I can take it.
Eventually we got a call from another exhibit house saying that they wanted us to ship them all the products we were storing in our warehouse.
We didn't even get a call from the client. We were their excuse. We were their scapegoat. It became clear that they lacked integrity. So, in the end I am glad that they are no longer a client. Does that sound harsh? Sorry, not sorry. ============================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.
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