We’ve all ordered something online, only to have it show up wrong. Maybe the size is off, the color’s different, or something’s missing entirely. It’s frustrating — I know, because I’ve been there. One Christmas, I even ordered my wife a house decoration, and it came in pink when it was supposed to be green. Maybe I pushed the wrong button, maybe it was a mix-up — either way, it happens.
That’s what today’s episode is about: customer service. And when I say customer service, I don’t just mean the people on the phone at Amazon or Lowe’s (though they do a great job). I’m also talking about the way we handle customers — both external and internal.
Customer Service Goes Both Ways
External customers are the ones paying the bills. But internal customers? They’re just as important. If you’re a framer, plumber, or drywall installer, you’ve got other trades depending on you. Your job sets them up for success. When you do your part right, the next crew doesn’t have to waste time fixing mistakes, the project runs smoother, and the client is happier.
That’s customer service, too.
A Lesson From the Road
Years ago, I was in a hurry to get my daughter to the emergency room in Branson, Missouri. I was stressed, rushed, and ended up clipping another car in a roundabout. The police showed up, and I thought for sure I was getting a ticket. But the officer looked at me and asked, “Did you do it on purpose?” I said no, of course not. He nodded and said, “Then you don’t deserve a ticket.”
That stuck with me. Accidents happen. Not every mistake is intentional. And if you remember that in business, you’ll be a lot calmer when things don’t go as planned.
Working With Vendors and Reps
Take Lowe’s, for example. I work with a contractor desk rep named Luna. She takes great care of me. One time, my order came in short — I was missing a piece. Instead of getting upset, I double-checked to see if I had made the mistake. Turned out, the system had just shipped three instead of four and refunded me automatically.
Was it frustrating? Sure. But it wasn’t Luna’s fault. And because I didn’t blow up about it, she went above and beyond to help me get what I needed. That’s the thing: when you treat people with respect, they usually take even better care of you. Over the years, I’ve gotten discounts, free items, and faster service just by being patient and kind.
Listen to the full episode on your favorite platform, and don’t forget to connect with Hard Hat to CEO:
- Facebook: Hard Hat to CEO
- Instagram: @hardhattoceo
- LinkedIn: Chris Gilman
Plan Ahead and Pivot
Now, sometimes it really is on us. Like tubs and showers — I know they take two weeks to come in. If I call a week before I need one and expect it to be ready, that’s not on the vendor. That’s on me for not planning ahead.
And when plans don’t go your way? You pivot. You make the best of it. Maybe the missing part is actually waiting at another store you’re already driving through. Maybe the vendor can find a solution faster because you worked with them instead of against them.
There’s always a silver lining if you look for it.
Final Thoughts
Frustrations, mistakes, and delays are part of life. The key is how we handle them:
- Don’t jump to blame — check yourself first.
- Assume it wasn’t intentional.
- Be kind to the people who are trying to help.
- Plan ahead when you can.
- Pivot when things don’t go as planned.
At the end of the day, it all comes down to the golden rule: treat others the way you want to be treated. Not only will it make your life easier, but it also builds stronger relationships with the people you depend on.
So the next time something goes wrong, take a breath, look for the silver lining, and handle it with a cool head. Chances are, you’ll come out better for it.
