I received an e-mail from a supplier yesterday. They sent me a proof to approve and fax back to them.

First thing I noticed was that my Purchase Order (PO) number was wrong. The next thing I DIDN’T notice, was the fax number to which the supplier wanted me to fax the approval back. It was buried within 3 pages of blah, blah, blah … blah, blah, blah.

I faxed the proof back noting my approval. I also noted that my PO# was incorrect and what the correct number is. I then mentioned that they should consider putting the fax-back-to number right on the proof. Ya know, because it would make it easy for me.

The supplier wrote me the following reply:

Mr. Crooks.

When your PO came across our fax machine the numbers on it were hard to read. The Order Entry Department did the best they could considering what the fax looks like but, I assure you, I’ll change that one incorrect digit. I truly apologize for your inconvenience. I’ll forward your idea about a fax number being on the proof to the proper department.

In my opinion, the Order Entry Department DID NOT do the best they could. Their best would have been to call or e-mail me to verify the hard-to-read-information. So, if guessing is the best they can do … do I need to find someone with perhaps higher standards?

Look. You don’t have to be a genius to put a fax number on a form that you want a client to fax back to you. Nor does it take the wisdom of Solomon to verify information you can’t understand.

With regard to service, attention to detail and making life easy for your clients, before you tell someone, “That’s the best I can do” ask yourself, “Is that the best my competitor can do?” Find out before your client (ex-client) does.

Stumble it!