Bathroom renovation not quite going as planned...
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I don't actually use this blog to whinge too often, but today I'm at the end of my tether with the company fitting my bathroom.
Now I do need to point out that this is nothing to do with my wonderful bathroom fitter Paul, but the people in head office have made me very angry.
We've had a few teething problems, the shower doors that I ordered (which the guy who did my quote assured me I could have) won't fit in my bathroom. My ceiling slopes and there isn't enough clearance for them. So they're looking for some new doors for me. Irritating, but not the end of the world. It would have been better if they'd measured the height of the room before they ordered the doors. But it's certainly not the worst thing in the world ever - I am confidant that they will find a solution to this.
No, today's rant is about tiles, or more specifically how the company handled the situation. I received a phone call a couple of hours ago, telling me that the tiles, which I'd ordered for the bathroom, haven't turned up. These tiles were the only things that I was ever adamant that I wanted in the bathroom. I was willing to consider lots of different options when it came to showers, baths, toilets and sinks, but I knew that I wanted these tiles. There had been some difficulties when I ordered them, as the company didn't actually carry the line of tiles I wanted, but they managed to track them down and get the order in. They were coming from Spain and they were meant to be here today but when the container turned up my tiles weren't in it.
Now, I understand better than most that these things happen. When they do I want to hear three things...
- We're sorry
- This is when they will be here
- This is the impact on the project.
What I got was "they might be here on Monday next week, but it could be Thursday, but we've found some other tiles and to be honest we think they'd look better in a bathroom and they'll be easier for us to fit".
Er, hello guys? Since when does it matter what the hell you think? It's my bathroom, I'm paying for it and you will do what I want. You agreed to supply and fit these tiles and that is what you will be doing. Telling a customer that their taste is slightly off when you've just let them down isn't really the way to go.
Customer service is incredibly important in what has become a very competitive market. Paul was telling me that nearly 85% of their business is won because of their great feedback on Service Central or because of word of mouth. But doing a good job isn't enough - the customer also needs to feel confident that you are doing what's best for them and what they have asked you for. It's imperative that you explain every step of the way exactly what's happening and what the options are and then guide the customer through the different choices as impartially as possible.
We've had words now. I'm getting the tiles that I wanted.
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I would like a walk-in shower base and screen installed, so would be very appreciative to receive some quotes. My mobile is: 0413 973 923
over a year ago by Philip Sutcliffe
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