Snapped Worktop

I had a phone call from one of our fitters a few weeks back and it wasn’t good news.

He’d dropped the worktop we’d supplied him, and you can guess what happened next.

Yep.  Snap.  And not the card game either.

What happened next?

Well, I could have asked him to pay for a new one.  After all, it was his mistake and by rights, I could have demanded that money.

But I didn’t, and here’s why…

As it turns out, this guy’s been fitting kitchens since he was 16, and this was the second worktop he’s dropped in his whole career.

The first one cost him £250 to replace, and the supplier billed him for that amount, without so much of a moment of consideration.

I hate to be critical: but that’s short-sighted.

You see, we’re all in this together.  We speak the same language, and the more harmonious we are, the better life is for everyone.

I’m a big believer in the power of reciprocity – I look after you, and you’ll look after me – and that’s exactly what happened with this particular fitter; he recommended us for his next kitchen.

He was pleased to use us because he likes us, and because we looked after him.

I could be wrong, but I don’t think he was desperate to give the previous supplier any more work after he received a bill for £250… 

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