The Five Most Common Error Sources—And What to Do About Them

Abstract

Customer service errors can put companies out of business. A customer service rep took an order for a delivery of fuel oil to 172, Maple Ave. The driver read it as 1721 Maple Ave., several doors away from the Cranstons’ house at 1727. Nobody was home at the Russo house at 1721, so the driver hitched the hose up to the filler pipe and started the pump. What he didn’t know was that the Russos had converted to gas heat the previous spring, and removed their oil tank . . . but the contractor had forgotten to remove the filler pipe half-hidden in the rhododendrons. Result: several thousand gallons of fuel oil in the Russos’ basement. Fortunately, there was no fire or explosion—but a damage suit that was more than the small, struggling fuel oil company could survive.