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- Alan
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The problem is knowing when the voice at the other end belongs to someone who's a bully or someone who has a real problem and hasn't been getting what they've paid for.
It gets really fraught when dealing with big contracts that other peoples' jobs depend on. Luckily, I've never been in that sort of situation but I've known people who were.![]()
At one point I was responsible for national contracts and jobs but I think the issues are just the same for any scale of operation really. For me the biggest issue was staff as just when you think things are going well someone will swear at a customer, or declare they're not working with "him" anymore or superglue a nasty note to a customers windscreen. That happened. I do remember as calmly as I could telling someone that if they put as much effort into getting the job done as they seemed to put into ****ing it up life would be a lot easier. I always found staff issues the most difficult to deal with as there's usually a way round technical issues (we fixed / made stuff) and we can deal with problems somehow but personnel issues can cost someone their job, PDQ. To this day I'm still proud of the fact that in my time in those positions no one got sacked or even officially disciplined.



