Keeping Customers Happy at the Heat Farm
A manager who worked for me got so wrapped up in the sale that he would say anything to close the sale. Everything would be ready tomorrow at noon with him. No matter what it was or when you asked him, he used the noon delivery time as a crutch to sell and as a stock answer to buy time after the sale. Needless to say, his shop was blown up all the time.
For most of my career, I have walked into shops that are heat farms, where you can cut the tension with a knife – mad customers, owners pointing fingers at the manager, managers pointing fingers at employees, employees pointing their fingers back at management, one ego clashing with another. My goal some days – for real – was to just get out of there without getting beat up by an employee or a customer.