Just a thought here...Now that things have cooled down a bit, has the customer come back with anything that what they would like you to do to rectify the situation?
First and foremost, the tree company must resolve this to everyone's satisfaction. And, it may be necessary to resolve it with the scales tipped towards the customer and not necessarily fair for the tree co.
First rules of customer complaints are to acknowledge their complaint, understand that the have a right to feel upset, and then ask them what would be a fair solution. Sometimes you may be pleasantly surprised that all they wanted was for someone to validate thier feelings.
I also can't help but think about the groundie. I too hire my 15 year old son. Works his butt off and he knows that he is responsible for his actions. if for no other reason, things that he may do and things that he might not do, have a direct impact on the health and safety of me, my climber and the property of the land owner.
That said, if we are free dropping stuff, it is as much the climber's responsibility to know what is in the hole.
Now, ultimately it is my responsibility to ensure the customer's property is left in as good, or better, shape than my crew found it in. that is why I carry insurance.
Of course everyone makes mistakes, or misjudgments or has a moment of inattention. At some point, any of us may miss or choose to not move something from the hole. Often times we get lucky. If my people make this mistake, we call it a learning experience...the first time. The second time we call it an opportunity for discipline. The third time....there is no third time because after the second time they either learn the lesson or they are gone.
It is amazing how much people can remembeber when procedures become habits.
We have a zero tolerance for errors in the Always and never categories. there are some procedural items we must ALWAYS do when we enter the hole. There are signals and steps that must ALWASY be done when we raise and lower the dump bed, or start a saw in the tree, or fire up the chipper.
First time someone messes up with one of these it may be their, or an innocent's last...so we don't allow for mistakes on this stuff. Mess up here and you are done.
So, why bring up the different scenarios? Is a concrete lantern worth busting on your workers and taking it out of thier pay or daily enjoyment of life?
Probably not this time. But it is a good opportunity to teach about the larger consequences if it had been another person or pet in the way.
If it happens again, then maybe its time to reinforce the lesson with more consequenses. Funny thing, is that it will probably be very predictable whether you, me or any of our team will head towards the same mistake again.
For now, it is our responsibility to recognize when those signals are coming in and heading the disaster off at the pass by double checking.
I figure, if sky-divers, fire-fighters and marine-divers all double check each other before "going in" why cant we?
More importantly...as owners, aren't we obligated to?
Do we have a shake your head and grin and laugh icon??
