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The Million Dollar Employee

We received a letter from a customer from abroad. It was addressed to our CEO. It detailed about things we had gone wrong with, and the reasons why the customer was furious. We checked our quality snapshots, did our diligence and found out that we had followed the due processes. We opined that the customer was blowing things out of proportion. The product was reasonably expensive and would have costed us moderately. For a small and growing company, this was not easy. But our CEO took an instant decision to send another product to the customer. He also connected in with the customer. He made a choice where he did not take opinion from the production team. This sounded like production being proven wrong, and the decision being taken in favour of the customer, without fact findings. Upon asking him, I learned a lesson for life.