by Tim Saville
(Editor's intro: the response to Tim's first article prompted us to say, make it so! Give us another gem, Tim, and he has on this critical topic!)
I know everyone has been down this road, as part of a management team. You spend six months doing everything humanly possible to close the deal that's worth hundreds of thousands of dollars. You begin shipping product only to find out that your dispatcher just irritated a key figure within the organization, a customer who was necessary in filling that production gap of yours. This was a do or die proposition, yet you screwed the pooch. It seems that everyone behind you laid down on the job. You get the call from the new customer informing you of the situation, saying that his previous supplier didn't have these issues, and you politely acknowledge him, thank him, and hang-up and scream… say it ain't so!