About two years after Alex first became my client, he called to have his resume updated.
As before, I quoted the price and Alex agreed to make the investment. After picking up his new resume, Alex asked about having a customized cover letter developed. Again I quoted the price and Alex agreed once more to make the investment.
The following week, Alex stopped by the office unexpectedly to ask if I would develop a reference sheet and a salary history for him. I was with another client at the time but excused myself, went into a private area with Alex, closed the door and quoted him the price. He again agreed to move forward with the project, thanked me and left the office.
About five minutes later, Alex came back and in front of my new client said, “I just want you to know that I’m tired of getting nickeled and dimed to death. Every time I ask you to do something for me you charge me.”
Although embarrassed and quietly seething, I calmly explained to Alex that my products and services were sold on a menu basis and while I very much appreciated his business, each time I embarked on a new project for him, there would be an additional charge. He grumbled a minute or two and left.
Within the hour, Alex called to apologize.
He explained that his only sister had recently died after a long battle with cancer and his father was in failing health.
He said he had taken out his anger and frustration on me and asked if I would retain him as a client.
I accepted his apology and agreed to maintain our business relationship.
About five years later, Alex scheduled an appointment to again have his resume updated.
When he entered my office, I hardly recognized him. He was about 50 pounds thinner and looked much older than his years. Alex explained he had spent the last two years recovering from a terrible accident. He had been hospitalized for many months and undergone multiple surgeries. He had lost his job and his house and had been forced to move in with his parents at the age of 42. His mother had given him her credit card to pay me for updating his resume and doing a marketing campaign for him.
I handed the credit card back to Alex and told him that together, we would do whatever it took to get him employed.
I would keep a record of the costs and after he was once again employed, in his own home and financially more secure, he could pay his debt over time.
There were tears in his eyes as Alex thanked me and said I was the first person who “had stepped up to the plate” to help. Business associates he thought would help had not come through for him.
Over the next two years, I received regular checks from Alex and each Christmas I’m still the recipient of his mother’s homemade zucchini bread.
Sue Montgomery, CPRW, ICJCTC
Resume Plus
[email protected]
www.resumeplus.com
