While awaiting my flight out of Philadelphia recently, I overheard a sales person related the following to a customer (paraphrased): "We have a really good company. You know our sales support and overall service are excellent. From time to time, though, we have real problems with our shipping department. Your equipment was sent to someone else. Until we get it back and can forward it to you, I have asked my boss to provide you with a piece of similar equipment so you will be able to operate. He's on a plane right now but I'm sure he'll OK the idea. I can't explain what happens sometimes with those folks down in shipping. It happens a lot, and I am really sorry. I'll call again when I have spoken with my boss." It was bad enough that he dodged his responsibility as customer relationship point person, but to trash one of his critical departments? What was he thinking? Now the customer has to worry about both the sales person's accountability and dealing with a company that has "real problems" in their delivery system.

The customer is without the equipment (at least until the boss authorizes a temporary loaner). Wouldn't it be better to say, "We made a mistake and I take full responsibility. I expect we will have your equipment to you by ___ and in the meantime, we are going to ___________?" At least the customer would know about the company's integrity up front and without disclaimers, or other self-inflicted wounds. Be accountable; it's good for business.