Julian F. Detmer, founder of the Detmer Woollen Company, which became the world’s largest distributor of woollens to the tailoring trade, tells this story:
“One morning, years ago, an angry customer stormed into my office. He owed us $15. He denied it, but we knew he was wrong. After getting several reminders, he came to my office in Chicago to tell me that he not only was not going to pay that bill, but that he would never do a dollar’s business with us any more.
“I listened to him patiently. When he finally simmered down, I said quietly, “Thank you for coming to Chicago to tell me about this. You have done me a great favour. If our credit department annoys you, it can annoy other good customers too, and that would be bad. I am far more eager to hear what you have to say about us. We will write off the $15. You are less likely to be wrong, because you deal with a couple of accounts whereas Detmer’s clerks have to look after hundreds.” Detmer then recommended to this customer another woollen company for his future purchases, and invited him to have lunch with him, to which the customer reluctantly agreed.
“On his return home the customer, moved by the kindness of Detmer, checked his books and discovered a mislaid pending bill for $15! He rushed to Detmer Woollen Company, paid the dues and placed a larger order than ever before. Later, when his wife gave birth to a baby boy, he gave his son the middle name of Detmer and remained a friend and customer of the house until his death twenty two years later.”
Never argue with anyone who thinks he/she is right. Give a patient hearing to anyone who wishes to speak with you. Take decisions slowly. Believe in the honesty of people, and they too will display their honesty. Problems can be more easily solved through gentle talk and patient listening than through anger and arguments.
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