So, another from that
place I used to work at.
One of the jobs I did there, in addition to tech support, was purchasing. I was solely responsible for all the computer purchasing for the company. As we were in an aggressive multi-year hardware rollout with our affiliates, I spent about $2 million a year on PCs and parts and $3 million a year on Mac products.
I almost exclusively went through MacWarehouse to do it. They had a branch that handled PC stuff (MicroWarehouse I think?), but I could purchase pc stuff through MacWarehouse with certain reps that had access to both systems.
Shortly after taking the job, I found a rep at that company that was perfect. She would get me items out with 2-day shipping, without fail. If I had a problem (dead on arrival part, etc), she would ship another one instantly, and give me a credit for the broken one while awaiting the return. I was usually on the phone with her 2-4 hours at a time, 2-3 days a week.
MacWarehouse didn't let their reps have direct lines, but whenever I called in, I would always request to be transferred to her and other reps were good about it.
We did this for nearly a year--and then she got a new boss. Her boss was all about micromanaging call volume, and she was told she was spending too much time on the phone with me. She'd been written up after she ignored him and gave me the standard time we usually spent. I tried to deal for a couple of weeks, but the other reps just didn't give me the same level of customer service that she did. So, one day, when I was annoyed at some rep not giving me the dead-on-arrival fast turnaround that I needed, I asked to speak to the supervisor.
Once I got him on the phone, I explained that I only ever wanted to deal with that one specific rep, and that if I couldn't work with them, I'd be taking my business elsewhere because there were cheaper alternatives if I couldn't get the VIP white-glove service that I'd become accustomed to. He laughed and told me that he was sorry that I felt that way, but we were listed as a "small business" and didn't rate a personal rep.
I laughed back. "We're listed that way, because this is a sole proprietorship, and the owner doesn't want to release his personal financials to you. Tell you what. I'll start ordering elsewhere, and you look over my order history and call me back in a week or two if you want to keep my business."
And, so I did. And, of course, it sucked. But no moreso than MacWarehouse when dealing with random reps.
Less than 2 weeks later, I get a call from the guy. He's super sycophantic and grovelling and begging us to come back to MacWarehouse. I guess he realized that 5 million dollars worth of combined purchases a year was a big deal after all. And so, among all the apologies and grovelling, he asked what he could do to earn my business. These were my demands:
- Get my rep on the phone in a conference call, and apologize to us both.
- Put it in writing that I could talk to her as long as I wanted. Acknowledge that I spent enough at the store that if I wanted to spend 8 hours a day on the phone with my rep, 5 days a week, it was totally fine.
- Promise I'd never hear from him or about him again.
So, I got everything I asked for, and my work life was good again.
Several months after that, I had to go do some installs in the same city that my sales rep worked out of, so we made plans to meet and have dinner. Over the course of dinner, I learned that the sales reps made commission, and that because of me, she'd had a *very* good year.