I had a visit today from a supplier that I'd dealt with on a previous project, I'd had a lot of problems with them and was very vocal with my feedback to this effect. They produce a very specialized product and going into the project I had very high expectations of them which only heightened my disappointment and level of frustration. And if you asked me I'd have sworn they hadn't heard a word I'd said!
So when I saw the sales rep walk up the drive to the office today I my first thought was; I hope we haven't got these guys on any of our projects......maybe there's time to warn the appropriate PM??? Imagine my surprise when he requested to speak with me......
"We've changed what we do and how we do it, not an adjustment; a totally new approach! We've listened to the feedback we've received and decided we needed to make some big changes, and we'd like to work with you again".
Now the easy road would have been to cut their losses with me, make the appropriate changes and move on to new customers and opportunities. Turning up cap-in-hand to a disgruntled former customer with a strong chance of getting a door slammed in your face takes courage but it's definitely worth the pay-off; my story about this company has now changed from "avoid at all costs" to "I didn't have a great experience but I believe they've made some changes and I'd consider working with them again. In an ever shrinking world opinion and word of mouth is everything.....
just remember, everybody has a story about you!
