Near Enough is Good Enough

Recently, I have been on the end of some pretty ordinary customer service.  I have had some work done to my home. An improvement.  Although it has been a major improvement, if you get close to the detail, and see the lack of attention to detail, it takes the shine off something I have wanted for a long time.

It has raised a number of questions for me.

I entered into an agreement with a company to have the work done.  They have engaged a subcontractor to do the work.  The subcontractor does not live in the same region as me or the company who I have the agreement with. Therefore, there is no investment or care in the quality of work they have done.  I will probably never see them again.  They were focused on getting home.

I do wonder how the subcontractor was engaged.  Has the hiring company ever met them?  If they have met, was it virtual or in person?  I know there are plenty of companies who would engage a subcontractor or employee without meeting them face to face.  There are consequences to not meeting face to face.  Virtual meetings are great, however, you do not experience the same subtle cues or connection if you were in the same room.  You don’t get their vibe.

That’s the people side of it.  What about the systems?  Where are the quality checks to ensure the work has been done to the expected standard?  Is there a reliance on the customer to raise issues?  I’ve had a conversation with someone today who has experienced something very similar.  They too, like me, had to raise concerns about the lack of quality work and also issues created by the person doing the work.  We both had to ask the person doing the work to do something which was part of the contract.  Why does it have to be that way?

In short, it doesn’t.  If you are receiving complaints from customers, possibly not retaining customers, work doesn’t get done on time or the quality of the work is not to standard, these are all indicators something is wrong in your team and/or business.  Importantly, these issues will be impacting the performance of your team and business.  This means these issues are also hitting your bottom line and your profits.

Are you happy with that?

If not, let’s have a chat about how to ensure your team and business is performing.  It’s worth the investment.

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