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Originally Posted by mc_hristel
What will realy get someone like that mad(for some reason) is to say: "I can't change what has been done, but I would like to resolve the problem. How would you like me to do that?" They will either explode, or stomp off in a huff. 8)
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That was my approach midway through the "discussion". I asked him to identify exactly where we went wrong and what we could change to avoid the same mistake down the track. He said we went wrong by not taking due care, and that we needed to thoroughly check every job. I mentioned the fact that his precious lead-times would be negated and then we started yelling again.
me: "get a reasonable deadline and we'll check the jobs like you require"
him: "clients dictate the delivery date; not me"
me: "you can educate clients as to how long it takes to get a job done. All those rush-jobs of the past have become the norm, yet nothing has changed witin the company."
him: "it's not the time that matters, it's your lack of eye for detail"
Not an exact script, but you get the point.