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Tough Call - The Case of the Missing Customer

An on-again, off-again customer has fallen off the radar. How far do you go to get him back?

At Get Along Lumber, you’ve always prided yourself on your good relationships with your customers.

Even as the business has grown, you’ve made it a point to stay intimately involved, knowing who your customers are, what and how they buy, and every other detail you can glean. You’ve emphasized to your staff over and over that keeping customers happy is what’s keeping you in business in these slow times.

But then there’s Rambling Rob, a sometimes-good customer who pays his bills on time, but one who also comes with a lot of history.

For years, Rob bought some of his materials from you, and some from a competitor. That was fine, since you always hoped that your superior customer service skills eventually would lure Rob to you exclusively.

However, that all changed two years ago, when Rambling Rob and his business partner, Eager Eddie, had a falling-out. As Rob and Eddie’s relationship soured, a flurry of lawsuits followed.

Because you keep your ear to the ground, you knew about the legal problems, but wisely decided to keep out of it. You continued selling to both men, now each running their own crews, and thought that was the end of it.

But as the legal battle between the two sped along, you found yourself subpoenaed by Eager Eddie’s lawyers. They demanded you disclose what materials Rob was buying, and demanded his purchase records.

Rob, to say the least, wasn’t happy.

And there the matter stood.

You complied with the legal request, lost Rob’s business, but continued to sell to Eddie.

Finally, the suit between the two former partners was resolved. Because Rob had been a good customer in the past, you thought it also might be time to try and repair your relationship.

You asked him to lunch and he was agreeable. You talked about what he could expect from your company if he came back as a customer, and as an incentive, even offered him a small commission on any new customers he brought with him.

The two of you parted on good terms and for a few months, the relationship was terrific.

Anytime Rob ordered materials, they were flagged for the first available truck, and each of his orders were the best materials you had. You and your team went out of your way to make Rob happy.

And then…nothing.

Rob has dropped off the radar again, and won’t answer your emails or phone calls. He’s also stopped buying from you, although you know through the grapevine that he’s staying busy.

You’re baffled and confused, but it would be nice to get Rob—and his solid orders—back.

What would you do?

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