| Our big boss is all about the customer. One of the reasons I work for this company (I left an extremely stable job where I was the senior engineer) is his comitment to doing whatever it takes. He started the company because he was tired of getting pooped on by vendors. It's worked extremely well for him. A large part of my email goes into great detail about how though we operated exactly in the parameters of our scope of work,(eg, we weren't negligent, nor have we failed to meet our responsibilities) we did fail to capitalize on an opportunity to go the extra mile for the customer. In a nut shell, the customer had a bad project manager in place who wasn't resolving little problems that are slowing our work up. Our engineer told him over, and over, and over, but nothing got done. Now it's the eleventh hour and there are all these little details that are stopping us from completing the project. Rather than saying "Ok, we'll take care of it if you won't" our lead engineer on the job basically said "That's someone elses job". That not only bothers me, but it very much bothers the customer. This is a multi-million dollar contract for our customer (we're one of a handful of sub-contractors)and now they have to tell their customer that they won't be done on time. To quote my customer's VP: "This is the worst case of a nickel holding up a dollar I've ever seen in my life." And he's absolutely right. A few thousand dollars worth of material and labor that just never got around to getting done right are delaying the entire project. It's ridiculous. | 
