Interview Story - Building Relationships

Part of my job as a postdoc in genetics at Highfield University is to design and purchase DNA sequences for our fluorescent nanoprobe preparation. I usually purchased non-canonical DNA samples from Company A, due to the greater diversity of sequences they provided. For every sample I receive, I run basic tests to ensure the quality of materials provided – a faulty sample could give us inaccurate data and misleading research results.

When I received the sample and did my melting temperature analysis using qPCR, I realized that the melting peak readings were very low for a certain target sequence when compared to other sequences that I analyzed. I needed to understand if there was anything wrong with the sequences provided, and if there was, get the problem corrected with a new sample from Company A, or find a new supplier.

In order to know the reason for such low readings, I used my technical skills to analyze the amount of the DNA using NanoDrop and applied the Beer’s Law to get the DNA concentration. Indeed, the sample with low melt peak values had an unacceptable DNA amount. With this result, I sent an email to the company’s customer service showing figures and tables to explain the problem. I made a follow-up call to them and asked them politely to re-send the sample.

With the simplified and concise problem presentation that I did, the manager was quick to understand the issue and respond to my claim. He apologized for a mistake in production and immediately sent me again the DNA sample free of charge and shipping cost. I tested the new sample. It performed exactly as I would have hoped.

From then on, we built a good rapport. The manager and I trusted each other’s judgment and expertise. We could have helpful conversations about the work each of us was doing, and have an outsider who could share some perspective. From then on, they became our trusted DNA supplier and I became their loyal customer.