How do you stay courteous when someone cancels an appointment for a stupid reason? Has this ever happened to you? Excuses, which are clearly excuses? Of course, people get sick and flights get cancelled. And if someone does not feel like meeting with us: then simply tell us, or else come up with a good excuse, but please not at the last minute.

Just recently, one of our managers booked a non-refundable flight to Italy, only to hear the day before the meeting: "Oh, I accidentally scheduled our meeting during my vacation." I would say that in this case, he should have interrupted his vacation, because he was too stupid to put it on his calendar. But no, this is an important supplier, so it is important to keep things harmonious. So, that means rescheduling and writing a sympathetic email, even though you could burst. What we really should do is send the bill for the flight.

Something similar happened to me last week in Asia. I wasn't there for pleasure, my schedule was booked solid. I was scheduled to have dinner with a supplier. After waiting half an hour after our scheduled meeting time had passed, I called him: "I am so sorry, but I am stuck in Singapore, and my battery was empty. I will only be returning the day after tomorrow." If a customer is important to you, you could at least come up with a more believable lie. A manager lets his battery die, despite the fact that there are outlets all over the place, and oh yes, every hotel room has a telephone. I think he simply forgot about the appointment. But to realize that you are a few thousand kilometers away half an hour later does not sound normal to me. The lesson learned here is: with a good view of Hong Kong, you can even enjoy a nice meal alone.