by Christopher Cooper
We had brought the drywall contractor to the customer's home, but we had not made him drink the beer. A homeowner might
believe he or she would be better served by the sober, but many miles of flawless wallboard seams and acres untold of paint placidly
applied attest to the good work and good will and good service rendered by lightly intoxicated practitioners of the finishing trades. So
would it happen on the job I describe, but the customer wished to know when it would happen or how much it would cost.
“Will you be finished by Friday?” perhaps she asked. Or maybe, “Will it go over fifteen hundred dollars?” Either way, the answer
commenced: “I'd like to tell you....” That is, realistically, it would be finished when scheduling and sobriety and ambition fell into a
stable orbit. It would cost what it cost, labor plus materials, and if you could do it cheaper, why'd you bother to call me? But Frank
was smooth. He always let 'em down easy. “Well, I'd like to tell you it will be done Thursday for twelve hundred....” The but was
implied with such a beery-breathed force that no further elucidation or refinement was required. Frank was a customer relations
expert, a great musician working the spaces between the notes to profound nuance.
The question has come to me. Its presentation varies: asked or demanded, begged, whispered, hammered home with too many
exclamation points or question marks. It's a very good question. I'd like to tell you the answer. Well, yes, and I'd like to tell you what
you can do. Should do. Might do that would be worth the time it would take to boot your computer or dial a telephone number or
stick a stamp to a letter you wrote. I'd like to tell you there's a product you can buy, a solvent apply, a person or office or committee
that, hired or engaged or directed or forced or frightened into action will get this job done. I'd like to tell you!
Frank and I, we're not bad guys, just bad liars. The job will take longer and cost more than the customer, operating on some
inherent homeowner faith-based initiative (we have a budget, we have a schedule) wishes. We'd like to tell you what you want to
hear, but you probably don't want to hear the unpleasant truth we'd tell you.
http://www.commondreams.org/views05/0929-23.htmCooper weaves his point with many threads, it takes time to get the whole tapestry completed. And there's a great bumpersticker idea at the end of article!
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