A family mail ordered a lamp shade to replace one of their own that had aged. Prior to placing an order the supplier asked them to send via email a scanned photo of their existing shade to confirm they had a replacement. The family did so. When the replacement shade arrived it was the correct version, however, it was discolored and damaged probably from years on a shelf.
The family called the supplier who pushed back, refusing to take the unit in return. The family escalated to management of the organization who agreed to accept the unit and pay the cost of return shipping. The return shipping costs where high because the supply organization refused to allow use of their bulk shipping rates. The family notified their credit card company to dispute the charges, and made a point with management about abuse from the underlings in the organization. Someone probably lost a job as a result.
How to you train your employees?
Steve Koenig, SCORE Counselor
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