Obviously, this is not a "good" situation. It underscores the principle I have shared in previous correspondence, "Never allow your contractors to be put in poor situations."
Sure, you would like to do everything reasonably possible to accommodate the wishes of the customer, but you never take a risk. The contractor expressed his concern, but relented.
I'm sure if the Licensee were present he would have advised against attempting to move the sectional downstairs. But as a Licensee, you're not going to be present, you're outsourcing. However, that doesn't mean you don't ensure your contractors are properly trained.
Since the accident, the Licensee sent over a repairman to provide an estimate. With materials it will cost about $200. Sure, the Licensee could squabble with the customer, but to what gain?
This Licensee has, wisely, chosen to "take this one on the chin" because he is working to establish strong relations with the store where they picked up the sectional.
Likewise, the Licensee could make the contractor pay for damages. But because the contractor is rather new and proven to be reliable, the Licensee is using this entire experience as a learning opportunity for current and future contractors.
The Bad
So how can the previous situation possibly be considered "The Good?!" Well, let me put things in perspective for you.
I am currently working with a client-provider to negotiate a contract who is literally taking over a large chunk of business previously served by one of his competitors.
How did my client-provider happen to receive this windfall of new business? Because his competitor literally was forced into bankruptcy.
From what I understand thus far, the previous provider was involved in a patient accident that led to head trauma and the patient's eventual death.
I am still learning much of the details, but it appears when the insurance settlement was exhausted the family sued the provider, won, and forced the company to liquidate, file bankruptcy, and now dissolve.
Trust me, having a patient die in association with NEMT is exceptionally rare! In all my years I believe I have only encountered 4-6 instances. But when a patient dies due to negligence, regardless of industry, it's HUGE!
So let's keep things in perspective. Our Licensee just experienced $200 in damages and possibly some short-term embarrassment. But he also gained a valuable learning experience for his entire team of contractors.
Obviously, these two situations could not be more polar opposite in relevance and importance. Damage to a wall versus the death of a patient - no comparison!
But as I mentioned in a previous email, if the worst that can happen in your broker business is damage to a wall, a couch, a table, a stair, or any object, you will never have problems! Risk versus liability in your broker business verse NEMT business do not compare.
Always keep things in perspective, leverage your opportunities to learn, and definitely train your contractors in your broker business just as you would your employees in your NEMT business.
See you at the Top!
Joel E. Davis
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