~~~~~~~~~

By noon the next day, no one had shown up, but I still wasn’t worried.  Their guarantee is to pick up by one.  A few minutes later, “ding dong”, my doorbell sounded.  GREAT!  I opened the door and there before me stood an older gentleman in his bright red courier shirt. 

He said, “Hi!  I’m here to pick up your two deliveries.”  I looked beyond him to the vehicle in the street.  It was a Ford Tempo. My jaw dropped.   

I asked if there was a cargo van anywhere with him, and puzzled he said, “No, but I’m here to pick up your two deliveries”. My jaw dropped further.  I told him that was impossible in that car.  He looked slightly offended. I told him there were many gift baskets, and there was no way that even one order could fit in his Ford Tempo. He still didn’t understand so I showed him the baskets. 

Upon seeing my bedecked and bedazzled works of art, his eyes grew wide and this time his jaw dropped, and he eloquently said, “Uh, I can’t fit those in my car.”  Aha!  Now he could see the dilemma.  He quickly scurried off to his Ford Tempo muttering something about calling his dispatcher. 

I was upset and worried, but we still had time before the 5 PM deadline.  I called the courier and explained the situation rather curtly, and though the dispatcher didn’t feel the same urgency as I, she promised to rectify the situation.  “You do understand that I need two cargo vans, right?   There are too many baskets to fit into one van.  And I need a 5 PM delivery.”  “Yes, ma’am,” she assured me and I’m almost sure I heard a sigh.Since no one had shown up by 1:30, I called again, but I called my account manager, something I should have done to begin with.  I explained the situation to Doug and he promised to look into it and have someone call me right back.  A half an hour later, someone called.  It was the head dispatcher, Mark

 Mark asked, “You need two cargo vans, right?”“Yes,” I responded. Then Mark had the gall to ask me, “Can we just send one van over for both deliveries?”I’m sure the flames coming from my head could be seen from Mark’s cubicle.   “NO!” I shouted.  “How many times do I have to tell you people that???? The –orders-are-too-large-for-one-van” I said very shortly and succinctly. “Ok,” he said, “We’ll send someone right over. 

At this point I realized I had made a very bad mistake.  I didn’t have a Plan B.  I didn’t have a back up courier in the event that this one couldn’t come through, and now I didn’t know what to do.

The clock was edging dangerously close to 2:30.  I had no idea how these baskets were going to be delivered on time, but I still hoped.  If someone made it to my location soon…ding dong!  “Hallelujah!” I thought, “We still might make it!” 

I opened the door and saw…a pick up truck.  With no cover on the back. 

My jaw dropped to the ground and I didn’t know whether to cry or laugh.  “Hi! I’m here to pick up your two orders”.   I tried to, as politely as I could at this unfortunate point, explain the problem.  When he didn’t understand, I showed him the baskets.   He’s scurried off like his predecessor, muttering something about calling his dispatcher.   I called Doug back.  I didn’t hold back this time.  No more Mrs. Nice Guy.  Where had that gotten me?  It had gotten me a Ford Tempo and a pick up truck.  With no cover. 

I hollered, “Doug!  Why in Heaven’s name, when I have told 4 people that I need 2 cargo vans, would someone send me an open backed pick up truck.  I cannot have 50 baskets flying down Highway 40 going 60 miles an hour.  They won’t make it, Doug!”  He quickly assured me he had no intentions of  my baskets going 60 mph down Highway 40. He promised to get this mess figured out once and for all and that someone would call me back right away. 

In the meantime, out of desperation, I called my sister.  She has a rather large and loveable vehicle that is referred to as, “The Green Booger” by the family, my sister included.  It’s one honking big green van that has somehow become part of the family over the years. 

Between howls and wails I explained the situation, and told I may have to engage her and the Booger’s services for basket delivery.  She said to let her know.  

Moments later my phone rang and it was the head of the courier company.  She profusely apologized and proceeded to tell me that though the charges would be wiped off the books, the best they could do was to have one cargo van pick up tonight and one early the next morning.  I explained angrily that this was unacceptable.  I had no culpability in this fiasco and that her company and staff had cost me time, money, and possibly a client and that I wanted her to fix it…NOW!”  She said one van now and one tomorrow was the best they could do. 

I told her, “Fine, send over the one van now, but cancel the one for tomorrow”.  Then I made the call to my sister.

 It was now 4:00 with both destinations being 45 minutes away.  It was going to be close.  I kept anxiously looking out the window when behold!  My sister came riding up like a Knight in her Shining Booger.  We loaded up the order of 18 and away she went. 

The courier arrived about 4:20 and he said he would try his best to be there by 5. Yes, the baskets all arrived by 5. I could finally breathe again. 

It was the single most awful, stressful, day I’ve had since starting this business over 3 years ago.  However, I did learned the most valuable business lesson thus far.  And that is … no matter what the situation, always, always have a Plan B. 

===============

Thank you Melissa for this engaging story of how important it is to have a Plan B. Congratulations!