Steve Marr.org

Offering a listening ear to customers with a complaint is a good first step, but most people want you to go beyond just listening; they want you to take action. The prophet Ezekiel wrote, “My people come pretending to be sincere and sit before you. They listen to your words, but they have no intention of doing what you say” (Ezekiel 33:31 NLT).

Instruct your staff to listen carefully and well to complaints or concerns, and to take notes as needed to remember the specifics of the issue. Also, instruct them as to any action they are empowered to take. If your policy is to say no in a specific instance, then prepare your staff to explain the policy to customers.

If you or other managers are the only ones granted adjustment authority, instruct your staff to make the referrals to you promptly. No customer wants to go through a five-minute story, only to be told to tell the same tale of woe to a manager before anything can be done.

Fuel and vehicle costs are a burden to any small business. One opportunity to consider in reducing costs is to consider a trailer instead of a large truck for business. This is an opportunity for savings overlooked by many. Ruth was in need of food, “So she went out and began to glean in the fields behind the harvesters” (Ruth 2:3 NIV). She found an opportunity missed by others.

As gasoline prices continue to rise, along with the operating costs of trucks, we  should give some thought to other options that may work.

In any business we need tools to make our labor more productive. The prophet Isaiah heard from the Lord, “Shall the axe boast over him who hews with it, or the saw magnify itself against him who wields it?” (Isaiah 10:15 ESV)

Tools make us more productive. However, how well we use those tools makes a difference. Take the axe. I have split many cords of firewood over the years. Over time I learned to split faster and more efficiently. However a master could easily out produce me.

When a service provider falls down on the job, and you lodge a complaint or request an adjustment, monitor how that vendor reacts.
 
If they are defensive, argue, or push the blame inappropriately back to you, you will likely never establish a positive, accountable relationship with that vendor unless they experience a major attitude adjustment.

Scripture teachers, "Do not reprove a scoffer, lest he hate you" (Proverbs 9:8 NASB). You can only go so far with suppliers before you are using way too much energy.

At times, I want to “help” a supplier do better, I believe I can assist them in being better if they would only listen to me. I have come to understand I am not their business consultant. I have two, or three candid chats with a supplier who falls short. I explain what was agreed, what I received and how the product or service fell short. I then clearly explain what needs to change in the future. If there is no change, I then just place the business with a different company.

United Parcel Service instituted a policy of not having drivers turn left. This was not a political statement, but a sound management decision.   You can view the U-Tube video on this link: http://bit.ly/ijpZdC  .

The reason is left turns creates more safety issues as more accidents happen turning left into traffic then just turning right. In addition time is saved by not waiting for traffic to clear. The savings? $20 million a year.