One year in the dead of winter I passed Dana’s cubicle, and it looked like smoke was rising from her. I ask her what was bothering her. She told me she was talking to a rancher in Montana whose furnace wasn’t working, and it was minus ten degrees Fahrenheit. They were staying in the kitchen with the cooking stove running all burners. But he refused to discuss it with her, he wanted to talk to a man. I said, “Are you kidding me?”. She just glared at me. I told her to run the call into my office.
I answered the call, introduced myself and ask the gentleman if his wife was there. He replied she was, so i asked to talk with her. When the wife answered the phone, we went into the problem. Turns out it was a three bolt Sundstrand J model that we don’t manufacture anymore. I assured her that I could find one at one of our rebuilder stations. Then I asked to talk to her husband.
He got the message. I explained to him that our women are trained in Sales Manufacturing and Repair of our products. They spend time in our lab learning how to repair and build these products. We rely on them to totally represent our products.
He then asked to be connected back to her. I obliged. I found out later that he was totally apologetic to her and begged forgiveness. Interestingly enough, he called her the next winter just to apologize again.
It turns out Tom Adams our service station in Roscoe Illinois had one of those pumps which she got FedExed out to him.
