And home decorating always stirs up the emotions. If we put this understandable anxiety aside and listen carefully, we can learn a lot about how good a job we do delivering the goods. No matter how much any of us knows on the subject, customers see and sense things differently. Again, for good reason. They are more intimately involved with the delivery, than you and I. Industrial psychologists tell us that people often have different faces, not just on and off the job, but on the job itself.
Customers pick up behavioral nuances like bloodhounds pick up scents.
Charlie, the friendliest guy around, may well display a negative personality when free from direct supervision. Good luck Mack, a real sweetheart, might be something and someone else on the road in your truck. You might never know, if not for feedback from customers and others. Complaint numbers to call are being seen more frequently on furniture delivery, and many other kinds of trucks-partly for customer relations and partly for insurance cost reasons. Customers really are delivery experts in a sense, because they tend to watch everything going on during the delivery, process-if for no other reason, to be sure the furniture and their walls don't get the worst of it.