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· Communication,Expectations,Customer Service

For a current home project, we are seeking estimates from vendors. To date, no one has wowed us yet. Two companies that have been out are probably busier than ever and don’t seem to manage their pipeline effectively; this is my perspective as a potential customer.

One company had a huge advertisement displayed on an electric billboard at a local shopping mall. The estimator came out, gave me a verbal quote without any detail. When I asked for one to be sent, he assured me that he would and it’s nearly a week and I’ve not received it, nor a follow-up call either to see where we stand. Perhaps this ad has been up and given them more leads than they could have imagined. Still, that’s something they have to manage if they’re going to place a huge ad in a widely trafficked area. A second company got their communication mixed up. Their employee came out but thought that he was here to focus on just two areas for repair. The part that I shared when scheduling the appointment was that I’m aware of two areas needing work but that a much larger area needed to be reviewed. This apparently was not conveyed to him. He said that would take someone else to come out and provide a proper estimate, that’s been over a week and no word either.

While these are service companies, let’s see the universal application here for all of us. When people need something from us and we offer to serve or to help, we need to know that we truly can. There is a famous expression that comes to mind, “under promise, but over deliver”. It leaves a lasting impression.

So what’s the impression that I have from these two companies? They’re too busy and too disorganized to warrant my business. Communication disconnects, lack of written documentation, and lack of follow-up. What impression does this give us about how the job will be performed if they were awarded the contract?

What impressions do you want to give at work or with family and friends?

“Aim at perfection in everything, though in most things it is unattainable. However, they who aim at it, and persevere, will come much nearer to it than those whose laziness and despondency make them give it up as unattainable.”

- Lord Chesterfield