Biting the Hand That Feeds You – or – Foolish Decisions

Posted by Deborah Chaddock Brown on August 12, 2009 under Connecting Moments, Customer Moments | Be the First to Comment

I took a ride on the Chautauqua Bell steam boat today.  We toured the north end of the lake and had an energetic, well-informed speaker providing continuous commentary as we tooled through the waterway.

We came to this house, owned by the Lenna family – a philanthropic family who have donated millions to the community over the years.  In fact, one of my favorite places to hear musical recitals is the Elizabeth S. Lenna Hall - with specially crafted walls and ceiling for the best acoustical sound.

Notice the lovely walkway leading down to the water’s edge.  See anything missing?

All along Lake Chautauqua you’ll find mansions, small one story cabins and every thing in between- each with a dock and a boat.  Some have kayaks, some canoes, many with power boats and even more with “party” pontoon boats.

Do you see a dock  here?

Allegedly, when the Lenna family purchase the home and renovated it to its current beautiful state they intended to donate the entire property as a home for the Institute’s president but first they petitioned the powers that be for permission to put in a dock.

They were denied.

The family who has donated millions and fully intended to donate once again – this magnificent home – were denied.

Their response?

Again – allegedly – they said “If you will deny our request then let the President buy his own home.”

You have to ask yourself:  ARE THEY CRAZY?

And yet, haven’t we looked a gift horse in the mouth and said no? 

Or modified the gift?  Have you had someone offer help and you gratefully say yes and then change the circumstances.  “I know you offered to help on  Monday for two hours, but could you do it Tuesday instead and make it four hours?”

Have we even turned down a customer whose is offering money?

NO!  You shout.  You would never do that.  And yet isn’t that exactly what we do when we fail to acknowledge their presence because we are too busy talking on the  phone or finished a task on the computer. 

Or if we don’t have something in stock – do we miss the opportunity to go the extra mile and see who might have what the customer needs?

Everytime we fail to meet a customer’s request or blatently say “no” it is like denying the request for a dock on the Lake for a house someone wants to give you.

Do you bite the hand that feeds you?  Or do you welcome them and see how you can work together for mutual success?