Losing a customer

I'm sure that at some point in time in our careers, we've all lost a customer or two. If you haven't then you're not trying hard enough.

Some I hate to see go, and some, well, I would have to admit that their no longer being a customer had more to do with my decisions than theirs. Some folks just aren't worth working for.

But on very rare occassion, you lose one through absolutely no fault of your own. One that you were powerless to retain. One that really hurts.

For you see, even in this world of sceptics, cynicism, greed and lies, every once in a great while, you get one of those customers who spends a lot of time and due diligence making their purchases. Winning that customer for that first job usually comes with a great deal of satisfaction. It's also the most thorough of buyers that make for some of the most difficult customers. I should know... I'm a bugger to work for. But I take special pride in walking away from those jobs KNOWING that the almost un-pleasable person, is actually happy with what they got.

When the next job comes around, and to your disbelief, you find out that not only are you the ONLY bidder, but the engineer and builder have been told to consult with YOU about how the roof is to be done and the details necessary... well, ya know, you just can't help but walk around a few inches taller and just little swelled up for a few days.

And as those relationships flourish, they don't need hand holding, regular phone calls or lunch dates. You just need to perform when the task is presented, and know that the check will arrive much sooner than most. There's just something about a relationship based on high expectations, stern demands, and complete trust that brings purpose to what you do.

If you don't know what I'm talking about, then I hope that one day your workmanship and high standards of conduct will earn you one. But on the other hand, if you're just in it for the money, well, it's not even worth trying to explain to you.

Mr. Ray Slezak, a man of hebrew blood, unwaivering expectations for excellence, who's word was as tight, strong and secure as the welds on a Bering Sea crab boat, who at 86 years old, still went to work every day at the company he built into an internationally known leader in their field, was that kind of customer.

There were times I when I thought I hated working for that old son of a gun, yet, I didn't really, and I placed more value and appreciation on that relationship than but a very few.

Dear Ray, I will always regret that we didn't get the chance to say "Goodbye". May you rest in Peace. I will miss you.

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Sehnsucht, That unnameable something, desire for which pierces us like a rapier at the smell of bonfire, the sound of wild ducks flying overhead, the title of The Well at the World's End, the opening lines of "Kubla Khan", the morning cobwebs in late summer, or the noise of falling waves. C.S. Lewis Thank You Mike. B) :) :) B) Deep Down In Florida Where The Sun Shines Damn Near Every Day

With the world's help, I keep refining my perceptions, or rather perception is continually refining me. This morning I'm thinking this:

Despite appearances, the relationship between client and vendor is not really mercenary at its core, and fun as it is, not really about extracting compensation and good deals between participants. In fact, it's a partnership, a fair exchange of value with a cleanly-defined present and an implied mutually-beneficial future. This partnership can show a loss, break even, or post a profit. Net of all expenses, the profit will show up on the bottom line as the measure of how much stronger each partner feels from having pooled resources in a common effort.

Sorry to hear about your loss, seemed more like a friend than a customer.

I have experienced this in a similar way. With commercial customers, when the person you are dealing with retires. The new person sometimes starts to deal with new people.

That is a real success to build that kind of relationship.

I'd just like to say Thank You to each of you that replied. And anyone that read it through to the end, as well.

But Eric, my friend, you made my eyes wet. Three times. Enough so, my cheeks got wet twice. I couldn't have expressed my intent with that post any better, and I appreciate it.

That, my dear friend, is a handsome testimonial. There are so many wonderful points made that one could linger on them for weeks. A lifetime. All our lifetimes. Which, I suppose, is what all our lifetimes come down to...the things in them worth savoring. I didn't know where you were going with this post, but I certainly do now, and I am gratefully humbled by the thoughts.

May GOD rest his soul.