Free Essay

Positive Re-Enforcement

In: Business and Management

Submitted By tdickenson
Words 368
Pages 2
PROJ 1194
Winter 2014

Tara Dickenson
Assignment 9.1 – Positive Re-enforcement

At the beginning of November I had been tracking the delivery of a certain coil required for a product for our customer. The coil’s delivery date was Friday, December 19th, however it did not, nor did it arrive the following Monday. To further add, the original buyer who placed the PO for the coil was on holidays; so I was left dealing with their backup. The backup person is competent, but not familiar with the coil supplier. When the coils had not arrived by Tuesday morning, I sat down with the backup buyer, gave them all of the details and asked them to look into the status of the delivery. Based on the backup’s reaction, I was not expecting very much effort to be made. Later that afternoon, the backup buyer called me. He apologized for how long it had taken for him to get back to me and then that the coils would be arriving the next day.
He then went on to say that it was a chore to chase the coil down and it resulted in him talking to 7 or 8 various people from the supplier, the shipping company and our receiving department.
It sounded like he had quite the challenge from the supplier, but eventually spoke to the correct person and received the desired information.
After thanking the backup individual, I hung up the phone and realized that this was a perfect opportunity to do some ‘positive re-enforcement’. I walked over to his boss’ office and asked him to come with me to the backup’s office. I then gave a quick summary of the day’s events to his boss and then thanked the backup for going above and beyond for me and how much I appreciated it. His boss also expressed a quick ‘thank you’ after hearing the story. As we left the backup’s office, I saw him turn back to his computer with a big smile on his face. This in turn made me smile too.
This small example of ‘positive re-enforcement’ immediately made the backup and myself feel positive about how this problematic delivery had ended.

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