I work in the medical equipment repair industry. When clients call, they quite often need service as quickly as possible, as broken equipment means they cannot see patients. My feeling is to schedule them as soon as I can, but if it is not going to be same day, I tell them so, with apologies, and do my best to get them on the book for the next day. My boss thinks that it is best to tell them we will be there that day, even if I know it is not possible. His thinking is, if we can get them on the book, we have the upper hand on doing the work, even if I have to call and reschedule. My feeling is it is better not to lie, but to let them know exactly when we can get there, but he says if I do that, they might call someone else. What do you think - better to not lie, and run a slight risk of losing the business, or lie, and piss them off when we don't show up as promised, therefore losing future business?
Settle a dispute, please!?
- Thread starter guysors
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