A Story of Defying the Customer’s Request
In many industries, it’s often said that “the customer is always right.” However, this isn’t always the case. There are times when a customer’s request might not be practical or safe, and it’s up to professionals to make the right call. This story highlights a situation where an engineer had to navigate the tension between a customer’s vision and their own expertise.
The Project and the Design Dilemma
The project involved creating a custom sheet metal rack to hold several heavy bottles. The customer provided a sketch showing a V-shaped design. While this might have looked aesthetically pleasing, the engineer recognized a potential problem. A V-shape made from thin sheet metal would likely deform under the weight of the bottles due to poor force distribution.
Instead, the engineer suggested an L-shaped design, which would better distribute the weight, resist bending, and securely hold the bottles. After explaining the mechanics, the customer agreed to the alternative design.
The CEO’s Interference
However, the CEO, who was known for being a micromanager and a salesman, insisted on following the customer’s original request. He was worried about having to explain why the design was changed. Despite the engineer’s pushback and reminder that the customer had already accepted the L-shaped design, the CEO doubled down on his decision.
The Consequences of Following the Original Plan
Reluctantly, the engineer built the V-shaped rack as requested. It was installed, and the bottles were placed on it. Within 24 hours, the structure began to deform. The sheet metal bowed outward, making the entire rack look like it was wilting under pressure.
The customer called and admitted that the engineer’s initial suggestion might have been correct. The engineer was then tasked with fixing the problem. This time, the team went with the original L-shaped design, and the CEO ended up looking foolish.
Reactions from the Community
The story sparked discussions in online forums, with users sharing their thoughts. Some commented that CEOs should learn from such situations, while others joked about the CEO needing to pay for the mistake. One user mentioned that context is key and introduced a new acronym: “L isn’t always for loser.”
Lessons Learned
This incident serves as a reminder that sometimes, even when a customer requests something specific, it’s important to consider the practicality and safety of the design. Engineers and professionals must advocate for what’s best, even if it means challenging a customer’s vision or a boss’s directive.
Additional Stories
For those interested in similar tales, there are other stories that highlight the consequences of poor decision-making in the workplace. One such story involves a CEO who told a web developer to “act his wage,” leading to significant workforce changes. These stories emphasize the importance of sound judgment and the potential fallout from ignoring expert advice.