By Margie Dana

Why is it that one misstep from a service provider can end a long-term relationship? Do we suffer from a chronic case of the-customer-is-always-right syndrome? Is it just too easy to take your business elsewhere when something nasty this way comes?

All I know is that improper or unprofessional behavior can ruin your company's reputation. Let me share three stories that are all true.

Incident #1
I've used the same car service for years to take me to and from Boston's Logan Airport. On my return to Logan one frigid and windy night, they failed to show up. When I called to inquire, a woman said quite brusquely that they had no record of my reservation. So I asked when they could fetch me, adding that if it turned out to be unreasonably long, I'd find a cab. The woman turned away from the phone, but forgot to mute it. I got an earful of what transpired. She called me a few choice names.

I did speak with a manager the next day, but I still don't want to use their car service anymore.

Incident #2
A print buyer I know and respect shared with me that after one of our conferences, she was enjoying cocktails with friends in the hotel bar after the day's events. A sales rep was also there with his pals, and he hit on her. She rebuffed him and went to her room - where he called her and continued making advances.

I know this rep's company. They do very good work. When I think about them now, all I think about is this off-field behavior by one tipsy sales rep. I would be surprised if the print buyer did any work with them.

Incident #3
I was having coffee with a service provider in the industry. Apropos of nothing we were discussing, he made an anti-Semitic remark. He knows I'm Italian-American. He didn't know my husband is Jewish. That comment changed my impression of this man in a split second.

In none of these incidents was there a problem with products or services. The problem had to do with personal behavior.

These kinds of faux pas can end or at least jeopardize relationships in business. For all I know, there are people out there whom I have offended in some similar way. 

The bottom line is this: as a service provider, even the smallest transgression can damage your firm's reputation. Make one false move to a customer or prospect and you risk shooting yourself in the foot.

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© 2008 Margie Dana. All rights reserved. You may contact Margie Dana at mdana@bostonprintbuyers.com.

6/11/08