Kind Words from a Client

Really made my day.

These days, I make most of my living doing cherry drying work in Washington State. It’s an extremely short season — I consider myself lucky to get 10-11 weeks of work — and 2015 will be my eighth season doing it.

Each year I’ve managed to build up my client base from the handful of clients originally contracted by the guy who brought me up from Arizona to help him in 2008. I now have a total of 10 clients managing 15 orchards. At the peak of the season, I hire three pilots to help me provide adequate coverage for all of it. This year, I might hire a fourth.

Each year, as cherry season approaches, I get more and more stressed. Will last year’s clients sign up with me again? Can I get more acreage to cover? Can I find enough reliable pilots to help me? Will a late-season frost wipe out half the crop, as it did in 2008?

Even when I have all the answers to those questions — usually yes, yes, yes, and no — and cherry season is under way, the stress doesn’t stop. I watch the weather incessantly — several apps on my phone with forecasts and a very good radar app to watch storms moving around the area. I stare at the sky and watch the clouds. I worry about my helicopter being fueled, preflighted, and ready to fly. I worry about the guys working for me and I worry about their helicopters. I worry about whether I trained the new pilots well enough and whether they’ll be able to find the orchards I showed them.

And when a weather event is possible, I worry even more. Which direction is the weather moving? How hard is it raining? Is it windy, too? Will it drench all of the orchards at once? Do my clients have people on hand to monitor the moisture and call me to fly? Will it stop raining early enough in the day to finish drying before it gets dark? Are my pilots really at the airport waiting to launch? Did the pilots get the GPS coordinates for the orchards so they can get there fast enough? Can that new pilot cover the acreage I assign to him effectively in a reasonable amount of time?

Then the rain happens and the phone starts ringing. I fire up my helicopter and launch, sometimes even as I’m dispatching the other pilots. I hover over the trees, at first trying to judge how wet they are after this particular event, trying to get my speed just right to dry them enough without wasting time. I do my job, stealing glances at the radar on my iPad so I know just which client will call next and when. I listen to the radio to hear from my pilots or other pilots in the area. I answer the phone and place calls, sometimes while still hovering within 10 feet of the tops of cherry trees.

Cherry Drying

And I’m always beating up on myself if I can’t get someone to an orchard as fast as I’d like. Last year, I felt that I’d failed one of my best clients. I even worried that I would lose his contract for this year. So this year, when I emailed him to ask if he wanted my services again this year, I pointed out where I could have done better and told him how I planned to handle it.

His response made my day (names changed to protect privacy):

ABC is very pleased with the opportunity to work with Flying M Air again for the 2015 season!

I’m sure that Joe can attest to this also, when the call is made to dry cherries you or a member of your team is on site drying within 15 minutes.

That’s a relationship that I want to continue!

All the stress and worry somehow seem worthwhile now. Our work is appreciated. I have another season full of clients to serve this year.

And the cherries are early. Can’t wait to taste some!

10 thoughts on “Kind Words from a Client

  1. You never know what a kind word or a small bit of encouragement will do. We can all take a lesson from this. When you see someone doing a good job, it never hurts to express that sentiment. It may just make someone’s day. You do great work, Maria, and someone noticed. Congrats!

    • Boy, is that ever true! So many of us are quick to complain yet quiet when someone deserves a complement. I try to complement people when they do a great job but sometimes it’s so expected that I forget that good work is often hard to come by. I need to spread complements when they are deserved. I think we all do. Thanks for the reminder!

  2. Some say that a job done right is its own reward, but a kind word or a positive comment from a customer is even better. That, and being paid in full, on time, every time. ;)

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