Final Thoughts

Longer lead times can cause chaos for everyone, as you well know. If things start to get sticky, communication is one of  the best tools that you have. Having an open and honest meeting with your customers is essential to providing good service, especially when emotions are running high.

For staff members who interface regularly with the customer, honesty is the best policy. Even if they are coming at you with torches and pitchforks. I know, it stings when you’re getting the brunt of the fussing. But handling it with decorum will typically get you far.

Some customers can be tricky. You may run into one who uses colorful language or is just downright mean. I’ve certainly experienced that. In these situations, it’s always helpful when the outside salesperson or supervisor steps in to assist. Not allowing customers to mistreat your junior staff members is important. It sets a precedent that disrespect will not be tolerated. But more importantly, it lets your junior staff members know that you have their backs and that you’re there to support them.

Respect in any working environment is essential, but in emotionally charged situations, it’s important to remember who is on your team.

By Becca Moczygemba, becca@steelmarketupdate.com