I needed a contractor to do some work at our lake place which is 190 miles north of the twin cities. I talked to Christ the office manager and she said, no, they do not work on Saturdays. I hung up, called my boss and asked for Friday off, so I could drive up and meet the contractor.
This was Monday. I told her then that I would be there Friday, just name a time. She hemmed and hawed and complained that it was too early to book an appointment with any certainty. She said she would have an answer on Tuesday. I called her this morning and she refused to set an appointment, but though by Thursday she would know if Friday worked.
Her rationale was that it is too early to know if anything else will need to be scheduled on Friday. I hung up. I told Jane that if that contractor has no firm appointments on Friday, then if she really wanted to, she could easily set a 9am morning appointment with us, the prime customer.
This contractor is getting more and more successful putting in expensive systems, so service work is less profitable. Plus we are city folk, never that important.
I called Joe in rural Park Rapids and his immediate response was: "What time Friday do you want me there?" I said 9 would be great, and we closed the appointment. I called Chris back to cancel the service call.
Years ago when this contractor was less profitable, he was a bit more hungry. Now they must only do install work and do not want service work. If that is the case, just say so.
Business people get in a rut and drive away eager customers ready to spend ready money. I never have understood mistreating customers, but then I do not understand why many misbehaviors persist, especially when these poor practice impact the bottom line.
No comments:
Post a Comment