It was the beginning of a three-day weekend and I was stuck out of town with no prospects of completing the work I had planned on doing. A screw-up by one of my suppliers had resulted in this predicament. I own a small, but fast growing systems integration business, providing custom design, programming, installation and implementation of computer systems tailored to my clients needs. I was scheduled to replace an old system for one of my clients over the weekend so that it wouldn’t impact on his business during the week. Upon my arrival, I had discovered that the hardware supplier had shipped the wrong equipment and I couldn’t do the job as scheduled. Telephone calls quickly identified the problem. A warehouse worker had mixed up my order with another. The items I needed were sitting on a loading dock on the East Coast. The supplier promised to correct the problem and cover any additional expenses. Unfortunately, he could not get the needed items on si...
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