It is better to solve the issue, even at some expense, than to back pedal and blame every one else in the supply chain. Here’s a tip: spread your purchasing dollar around. Give 80 percent of your purchases to your main supplier and 20 percent to a secondary supplier so you can can get something to help your customer. Be friendly with a competitor or two so they can help you out in a pinch, and of course, you do the same. Don’t swear or curse at your vendor’s customer service folks. When someone would do this to my team, I would get on the phone, tell them they owe our person a dozen roses and an apology. I also told them their account was closed until this happened.
Sure, I lost a few customers, but I had the best customer service team in the industry; they knew I had their back, and they bent over backwards to help all of our other customers all day long.
Via Don Dea