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Sometimes, with regards to customer service, I think vendors are lulled into a false sense of security. They build a business, work hard and the money starts rolling in. After a while they don’t have to go out and seek customers; word of mouth and reputation brings potential clients knocking on the door. But is this the first step towards quality degradation?

The quality of a product or service can be reduced a couple of ways: firstly the vendor gets lazy and doesn’t worry about the level of quality they provide, or they’re simply so busy they can’t give every job their very best.

When we designed 2Large2Email our team decided that the end result had to be something we would be proud to call our own. The designers had to make a wonderful, functional front-end and the developers had to code it so it worked intuitively. We’re still making improvements but we’re mighty proud of what we’ve done. We certainly won’t be getting lazy because we’re all motivated to succeed, and we’ve developed systems to help with massive inflows of traffic.

I just wish more companies could have that attitude.

I have just had my kitchen renovated. I used one of the bigger kitchen companies around as they have an excellent reputation. They don’t actually employ the electricians, plumbers, installers and so on because they can scale up quickly by hiring contractors. So, for all intents and purposes the hired contractors are getting work on a platter.

Unfortunately for me it seems the plumber took that attitude into my kitchen. Have a look at the picture below. This is his attempt at facilitating some outlet pipe that needed to come out from my new dishwasher. You can see he missed his mark. Twice. And he’s drilled a hole twice as big as he needs.

How not to impress your customers

The kitchen company was, thankfully, horrified when I showed them the photos because the buck stops with them. I think the plumbing issue will be addressed, but the bad impression (and the disgusting job) will be around for ages.

It just shows that when we set out to deliver a product or service to a customer, we need to follow it through. Nobody appreciates poor products, lazy service and a couldn’t-care-less attitude. We have to remind ourselves of that everyday!