[MATCHBX]

Like I said way back when, it's easy to get first time business. It's getting the return business that's the show of customer service.

Joe, if you don't have the authority, talk to Mike or Jay and explain the situation. If they decide for you to call the customer and ask for more money, then yes it's not your fault. But if you didn't do this step, then it is your fault no matter who screwed up in the first place. If you are there to fix it, then it is your responisbility to fix it no matter who is to blame.

And like I've said on each of my posts, this is not meant to flame but to enlighten you to how normal business is run. I have to get approval on different things from day to day from the higher-ups. It's not a big deal. But I have a lot of freedoms to help customers out as well. In the end it's the customer that needs to be happy and taken care of. Not saying some customers don't screw up, but it is up to you to make sure that they know what and why they are wrong. I have eaten next day air charges a few times because I forgot to let the customer know it was gonna cost extra to next day air the parts in. Oh well. Granted we lose a little in shipping, but we keep a good customer happy.