Personal and Corporate Accountability - Some Recent Observations

I was just looking at a 4-oz jar of one of my favorite seasonings - this wonderful stuff called Busha Browne's Authentic Jerk Seasoning. This is really flavorful - and very spicy Jamaican rub that my husband and I just love. Unfortunately, it is really hard to find in stores.

So, prior to Christmas 2008, we decided that if we could find this delightful seasoning on line, we could order a bunch of it, and include it as part of the gift packages we were sending out.

It was easy enough to find the company on line - but more difficult to find someone actually carrying this particular seasoning. Busha Browne's had a listing of where we might be able to purchase it, and we began making the rounds.

This is where it got interesting. I refuse to name the company where we finally decided to order from, but they seemed sincere enough. So, we ordered 10 jars and paid about $12 for Priority Shipping. It should have reached us well before Christmas.

A few days went by, and then a few more. No jerk seasoning. Finally, 2 days before Christmas, I called them to find out where the seasoning was. Turns out they sent it to the wrong zip code - instead of using "North Myrtle Beach," which is where we are, they sent it to "Myrtle Beach," which is about 20+ miles south of us.

When I mentioned that I was disappointed that the package was misdirected, the person on the other end did not apologize at all. Instead, she said, "Well, it went to Myrtle Beach." To which I replied, "I am aware of that - this is why, when I placed the order, I told you what my zip code was and that I was in NORTH Myrtle Beach."

Still no apology. Just an excuse. "Well," she said, "The computer automatically put in the zip code for Myrtle Beach." I again explained that this was the very reason why I clearly said NORTH Myrtle Beach, and again, why I emphasized the correct zip code.

Still no apology. However, at this point, she said, "Well maybe it's still at the Myrtle Beach post office." At this point I got on line, and found a number of contacts for the Myrtle Beach post office - for which there are numerous branches. At least at this point she told me that she would call the post office and get back to me.

She finally got back to me and said that someone had claimed the package. She did not offer to send along another package until I said something to the effect, "Well hopefully, they will be honest and return the package to you since it clearly had someone else's name on it... but in the meantime, what about my order?"

She finally said that they would put another package into the mail for us the next day (we finally received the package on January 5th 2009).

It really stuck in my mind how this person never once apologized for the inconvenience. No, "Oh, wow, I'm so sorry that this happened..." Never once a, "I'm terribly sorry for the mistake - we evidently took down the information incorrectly; don't worry - we'll take care of this and send you out another package immediately..."

Nothing like that.

Now, I'm the first to admit that if one of my orders to a customer goes wrong, I want to crawl under the covers and hide my head. But that's not very professional.

As difficult as it sometimes is to have to call a customer and explain that something went wrong, it's the only way to do business. Likewise, if a customer calls me and tells me that something was wrong with the order - and sure, it happens sometimes - I truly do practice what I preach, and immediately offer an apology. After all, the customer ordered from me in confidence, and if something goes wrong with the order's fullfilment, how can that possibly be the customer's fault?

It isn't. So, I apologize and tell them I will do everything I can to make things right.

One final memory along these lines - this one's almost comical. I recall that a few years ago, I was in a fast food restaurant, and ordered a meal that should have come with a side order of mashed potatoes. Instead I got something else - I don't even recall what it was now.

But what I DO recall was the reaction of the clerk behind the counter (who was not a young kid just starting out, by the way, but someone who would have had a few decades of solid work experience under her belt). When I brought the meal back to the counter to point out the error and ask for the appropriate side dish, she looked at me - almost in horror - and splurted out, "Not my fault! It's not my fault!"

I assured her I wasn't upset - I merely hoped to exchange the incorrect dish for the correct one - but all she could do was mutter, "Not my fault! It's not my fault!"

But, ultimately, she did get me the correct dish, and all was well with the world, once again.