Saving A.N.C.

Imagine what it's like to be a stranger in a new situation when everyone is mad at you, and none of it was your fault. That's what going into my first factory was like. I was in my early forties, so I had enough maturity not to take it personally. Still those first few months were rough. I was just too stubborn to give up. But, there were a lot of days I came home and cried. To make matters worse, my own company wasn't helping. I was getting flack from both sides. It was mostly the waste issue again with my company. In a new account, you haven't yet learned what your customers like or want. I ordered a large assortment of sandwiches and micro waveable food to learn what would be accepted and what I shouldn't order again. Once I learned that, the waste came in line again. Meanwhile, my bosses wouldn't back off. I ignored the bosses and concentrated on my customers and giving service that would save the account. There were a few confrontations between me and the current supervisor that some of the A.N.C. employees were witness to. And that helped me enormously. Word spread that I was willing to lose my job in order to give them better service. Gradually I gathered supporters who felt I was on their side. Once word spread that I knew what I was doing and they discovered their machines were full AND WORKING, and all lost money was returned without question; (That's a trust issue. I'm sure at first I gave back money that wasn't "lost".) things got a lot easier. Some of the selections I dropped because of waste were requested by some of the workers. So I would order one or two especially for them. So everyone started telling me what they wanted, and most of the time I was able to help them. They felt special and I didn't have to worry about throwing something away. I made friends.

But one of my bosses, (one of those more chiefs then Indians situations) criticized me for "spoiling those people." I'll never forget it, she left me speechless. They put me there to "save the account" and then told me not to spoil our customers??? My company was also upset because I left out small dispensers (that I bought) of creamer and sugar for those who didn't think the machine gave them enough. I did keep them filled with company produce. (At first people will take advantage, but once they know you, they behave.) I also bought toothpicks and matches with my own money. I talked some of the customers into contributing, and we bought a toaster for everyone to use. Some things just aren't as good in a micro wave. In other words, I saved the account by setting a level of service that made my customers happy. (And made me feel good!!)

Did the vending company ever thank me? Of course not. Management no longer thinks like that. I remember when they did, and I still believe it's the best policy. The only acknowledgment I got was that the criticism didn't lead to being fired. And we had a few pretty heated go rounds. I was just so sure I was doing the right thing, and since I'd never known them to fire anyone, I didn't back down. The customer came first and company policy was second. I must have had a reputation with my company, but I outlasted every supervisor and boss who tried to change me. (I'm not taking credit for that, it was just that industry turnover thing and my own stubbornness in refusing to quit .) The vending company couldn't do too much about it. A.N.C. let them know that if I left...the machines left.

OH, sweet power. I was my own boss. Well.....not quite.