Today I talked with A/P department for one of our larger government customers. We had two invoices outstanding with them, both of which had a problem with their respective packing slips. In trying to solve the problem, the conversation went something like this:
Andrew: "When can we expect payment on these two invoices?"
Customer: "Their is a problem with the packing slips for both of them."
(pause)
Andrew:"What is the problem?"
Customer: "One is missing the sizes."
Andrew:"Ok, both of them or just one?"
Customer:"Just one."
(pause)
Andrew:"Ok, what is the problem with the other?"
Customer:"Its missing two sizes. I faxed you the one that was missing one size."
(pause)
Andrew:"Can you fax me the other?"
(pause...the customer sighs...)
Customer:"Yes."
While this doesn't blatantly outline a lack of problem solving ability, it was a 2 minute conversation that should have been 15 seconds. There was a clear simple solution that it seemed like the customer was trying to get around, for one reason or another. Maybe she was busy, maybe not. It was a poor reflection on her. If she made something as simple as this so complicated, what about a complicated problem? It reminds me to find the logical, simple answer as quickly as possible. When trying to find the quickest solution to a mutual (customer/supplier) problem, find the one that creates the LEAST mutually-combined inconvenience. Even better, take on the inconvenience, people will appreciate it.
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1 comment:
Hey Andrew,
Sorry to be commenting on this so late. You sent two packing slips with problems to your customer and have the audacity to criticize your customer. I personally would be inclined to cut them some slack, seeing as they are your customer and all. A saying comes to mind - "Be soft on the people and hard on the problem".
Although, I am thinking that you probably meant this to be constructive or reflective or something - because in real life, I know you are not this arrogant.
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