Sometimes you just love your job and in my case it is when a customer says we have helped them gain more benefit for their business.
Last week a customer called. EDI is essential to their business and to be without it these days would be impossible without increasing staffing levels. The customer was implementing a new ERP system and had been unable to test properly the EDI functionality that is essential to their business for order processing and cash-flow. We had understood, and done everything in our power to ensure that customers orders were received efficiently and that the invoicing of customers was not overly impacted by the change in ERP.
Was the process smooth. No, but I guess very few ERP implementation are, especially one of this size.
Was it uncomfortable for us, yes. Late nights, implementations and retests with no notice, message changes to be made in a hurry. Rush testing and retesting. Changing goalposts.
But what was great was that our people really did put in a big effort as a team to get the customer though it. And what made it really worth while was the customer ringing up "just to say thanks, your team did a great job and helped us with when we didn't help you."
We are not in a business, like restaurants, where good service is rewarded with a gratuity, but that one sentence is better than any tip.
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