Both reputation and money are squandered when we fail to deliver for our customers. Recently we failed to supply cement to two of our Readymix Plants for a 350m pour to a wind turbine base. This resulted in a cancelled pour leaving CEMEX with a large bill.
The customer had two concrete pumps ordered which had to be paid for in addition to the cost of labour and cancellation fees. CEMEX had already started the pour with 4/5 of the job done so no doubt there will also be costs of breaking out the concrete and replacing the steels.
IHC’s were also out of pocket due to the cancelled job despite the order being placed a number of weeks in advance.
Whilst its great when we get it right, we still have work to do to get it right every time and to manage our customer experience when the unforeseen happens. Customer delight doesn’t come easy, we have to keep working at it day after day.