Real-Life Decision Making -- Solution
You make the repairs.
This will ensure they will meet the relative on time and hardly lose any
time off their holiday. The parents, however, may have a big problem with
the extra repair bill. It is over $200 more. Aside from the bad
feelings, they may refuse (with justification) to pay for the added expense.
After all, they have a signed estimate from you. You may be held responsible
for this money.
When they stroll in at the end of the day, it is clear they are tired and
just want to be on their way. You courageously present the bill. The dad hits
the roof. This will seriously upset their holiday budget.
He reminds you of the signed estimate. You point out that it was beyond
your control. It is very rare for the model of RV he owns not to have cruise
control. In fact, you have never seen one without it.
And you remind them that you were very concerned with them making their
rendezvous on time. If you had not gone ahead and made the repairs, they would
have missed it.
Much haggling over the bill ensues. You finally agree to meet halfway on
the extra price. They leave annoyed but content. Now all you have to do is
explain this repair to your supervisor. Given the fact that you did not let
the customer down 100 percent, your supervisor should understand.
Steve Wallace is a customer service rep. He has to look into his crystal
ball on occasion. "Sometimes a business customer is in the middle of a big
project when their computer fries. They cannot stop for a moment. They just
want it fixed, period. I have to find a way to make the repairs that work
and don't break the bank."