Was I wrong to be honest with a customer?

Question

I work in a manufacturing facility. A customer has given us a new product line. One of the things that has to be done is to get an inspection machine serviced and programmed. The customer is aware that I am working on getting it serviced. The company that will service it told me today that we are on the schedule for the end of next month. Our new customer asked me today about when the machine will be serviced. I told them we are on the schedule for the end of next month, but I will try to get it moved up. So I emailed the service company to ask if they could get it done sooner if possible. I CC'ed the customer so they could see that I am following through with our conversation. My boss and a few others told me I was wrong to CC them because it is none of their business. I am really confused why people are upset about this. The new product delivery date is in August. It s not like the equipment won't be serviced until the end of July. Was I wrong to be honest with the customer? Should I not let them know that I am following through with their concerns?

y · Accepted Answer

While I believe that you actually did, what you should have done. You also have no idea what upper management has been promising, telling them all along. Do not for a minute believe becouse you are honest, means they were also. Time after time I have seen management string along customers, telling them what they wish to hear, knowing full well, that they can't deliver. They keep them strung along long enough, that the customer has no real other choice in many cases but to go along. It is the way business is done now a days, especially in software.

Steve · Answer

Honesty is the best policy always. If your supervisors are asking you to be dishonest with customers you are in a company that will eventually be prosecuted. I'm sure what they are asking you to go is in complete opposition to your companies mission statement. Do not compromise your integrity. Do what is right.

Casey Y · Answer

Your bosses are 100% correct. When dealing with a customer, they don't want to see you passing the buck to someone else. They ordered a product from you...the delay on the service is your issue...not the issue of your customer.

Its not about being honest, its about accepting responsibility.

Maxi · Answer

You work for your company, not the customer............so you do what the company want you to do and unless the company allowed you to cc the customer it is not something you do

Valleycat1 · Answer

If your boss told you not to cc the customer, you don’t cc the customer. There are other ways to keep the customer updated without possibly accidentally sharing some proprietary information.

p37ry · Answer

You went beyond honesty and included them in internal communications. When dealing with managing a relationship with a vendor, particularly with regard to scheduling details, it's best to keep that communication between the two of you. If your client doesn't think you're being honest, there are other ways to have their back. In this case you sacrificed confidentiality with your vendor for it, which may not be the best trade.

Your vendor may feel like you're passing the blame onto them for delays, which can hurt the relationship overall.

kelvin · Answer

no you weren't as you were being honest

? · Answer

OK so now the customer knows who your supplier is and can go to them direct and cut your company out of the deal.

You can be "honest" without complete disclosure of your business practices.

Anonymous · Answer

The servicing subcontractor's name and email is now known by the customer. What prevents them from now directly contacting the subcontractor, and even making a special contract with them which cuts your company out of the loop?

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Was I wrong to be honest with a customer?

9 Answers