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The snowplow saga
4 Dec, 2008 By: Frank H. Andorka Jr. LM Direct!As I outlined last week, I told you that I had hired a new snowplow company after the one I used last year ripped the spigot off the back of my house but that I feared it would not go well. Little did I know how quickly I'd realize my fear.
When the phone call came on Saturday morning, I suddenly felt trapped in the Seinfeld episode where Jerry makes a rental-car reservation, only to discover they had no car waiting for him when he arrived at the desk.
The man I'd hired to handle my snowplowing this year was on the phone, slightly abashed and apologetic, telling me that he'd received my signed contract and check for the first half of the year, and, well, though he was embarrassed to do so, he was going to have to give me my check back.
Seems that the employee he'd hired to handle my community — the nation's garden spot, South Euclid, Ohio — suddenly quit, and the owner realized he wouldn't be able to find someone quickly enough to actually handle the route he'd planned.
So he told me he'd be over shortly to return the check and the contract (he showed up with his son, preventing me from unloading my frustrations on him with my usual flair). His attitude essentially said to me, his potential customer, "Good luck — you're on your own."
Now I'm a pretty patient man, and I understand that when an employee quits, the owner is left in a bind. I'd be lying, however, if I said I'm happy with the way he handled it. In the Christmas classic Miracle on 34th Street, Santa Claus wins Macy's department store's immense goodwill among its customers by sending them to Gimbell's if they didn't have exactly what the customer wanted.
Would it have been so hard for my erstwhile snowplow company to call around and find me someone else to take his route? Would it have killed him to save me the time, effort and stress of having to find someone on such short notice and so late in the season? I know that it would have meant more work for him, but think of how such good customer relations he would have earned with me. I might have even recommended his primary business (roofing) to others. See if he gets that kind of recommendation from me now.
At the end of the day, however, I still need a snowplow service, so I'm on to my next option — a word-of-mouth recommendation from my sister-in-law on someone she swears is reliable and competent. I'm currently waiting to hear from him about whether he'll be able to take on an additional contact, and I'm praying that he will. But I've also learned that (since I go through this every year) the proof of the pudding is in the eating. I will keep you posted on how it goes.
Epilogue: So far, so good. Since I signed a contract with the new snowplow service, we haven’t had a heavy snow. But on one day when we had a light dusting, he came out and plowed my driveway. I’ll probably regret saying this, but I have a good feeling about this latest service.
Please take a moment to read Andorka’s blog at http://www.mypmp.net/franksblog, and check out our latest edition of Q&A Around the USA, featuring Ace Exterminators’ Nicholas Raschella at http://pmptv.mypmp.net?fr_chl=23372a84aa1192fd6b07f8ed044958341b493580&rf=bm.
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