I’m generally one of those people who believes there is no such thing as coincidence, one of those people who tends to think everything happens for a reason. So, it was no surprise that a good friend of mine — a highly placed and regarded aftermarket executive — was visiting here when all hell seemed to break loose.
It could have all been a coincidence, a queer mischance of fate. But, frankly, I don’t think so. I mean, what are the odds?
What are the odds we would have to deal with a third fuel pump failure on a Ford van that had already had a replacement pump warranted once — a pump that had now failed again in less than four months.
What are the odds we would be told by the factory guy that it couldn’t have been a pump failure, in other words, their failure, because that particular pump was the pump with their lowest failure rating. And, what are the odds that three other fuel pumps manufactured by the same company, more than likely manufactured in the same country, in the same plant, would have died ugly and premature deaths within months of these failures?
What are the odds they would ALL have very low failure ratings? And, what are the odds that the same manufacturer would be recalling almost two dozen part numbers from our “first calls” shelves because they finally figured out there was something very wrong with those ‘low failure rate’ pumps?!
What are the odds that he would be standing there when two jobber store representatives would walk in, unannounced and without an appointment, just to say, “Hi!”
Well, not just to say, “Hi!” More likely, to rebuild a relationship that had begun to fall apart almost as quickly as it was born.
I’m not an outside salesman. I never was. But, I do know a little bit about selling our shop and the very real, very tangible benefits that are a direct result of the relationships we create with our clients. I know a little bit about selling automotive service, security and confidence, too. I know a bit about your business as well. Enough to know that it’s downright rude, not to mention unprofessional, to be in someone else’s office uninvited and without an appointment, receive a cell phone call and then turn and leave to take the call without saying a word.
It’s probably just as wrong not to acknowledge the problems that have existed between our shop and their store in the past or at least suggest that someone was working on a solution. I mean, what are the odds?
What are the odds that my friend would still be there when we were about to install the third and final replacement pump for that Ford van, a pump built by a different manufacturer, only to find that the gasket that seals the pump assembly to the tank, the pump that had been delivered in a sealed box, had been installed incorrectly at the factory and would have to be removed and then repositioned — a real confidence builder!
Realistically, I’m glad he was here to witness all of this. I’m glad because it would be easy for anyone to make excuses, to come up with reasons for each breach of etiquette, common sense, good taste or professionalism. It would be just as easy to dismiss any or all of them, unless, of course, someone was there to actually witness what transpired on a fairly normal Wednesday.
But, come on? What are the odds his being here through all of this was just coincidence?
