Got a call from one of my technicians. "Boss we have a problem".
"what problem?"; I asked
"The lounge suite we're cleaning has fallen apart, the fabric tufts have all rolled off and its buggered?"
Not understanding the exact problem, I speed over to the cuty's house to find out exactly what has happened.
Picture the scene. I walk into the premises. Everyone is standing gawking at the lounge suite. The lounge suite is a mock suede. The tufting has all come off leaving only the backing fabric. (Difficult to explain).
In my panic, I start to negotiate with the custy about how we can come to some agreement to have it re-upholstered, all the time I'm talking the technician keeps interupting me. The more he does this, the more angry I become with him. Eventually I tell him to to pack his machine into his van and go to his next custy.
I eventually agree with the custy to pay half the cost of re-upholstery for the 6 seats (3,2,1) as only the 2 seater was completely recked.
The custy smiled, shook my hand. and I left thinking I got away with likely.
Next day briefing with technician (ready to fire him)
"Boss - Custy bought the thing second hand, It was completey finished to start with. I showed the custy that cleaning it was causing damage, but custy said don't worry about it, just carry on"; Then you came along and decided to re-upholster the hole thing for him" ; "Boss custy very happy with our service". He likens you to the secret millionare