Where is the Service?

I remember the first time in my career when some referenced that a competitor had "bought the business." I was maybe 24, working to help bring on an extensive line of business with a national Retailer. We were poised to win; we could feel it. We lost; I was devastated. How was this possible? Apples-to-Apples; our product was better, marketing stronger and our pricing was on-par with the industry. The "other guys" took the win. My Manager told me that the "other guys," bought the business, they went in at such low prices on top-selling items, that the Retailer could not turn it down. 

Fast forward, six months. The launch delayed, product sets were half-filled with new inventory and old inventory. The customer service was virtually non-existent, three months later, the "other guys" announced a price increase, a hefty one which was completely unjustified. The Retailer called us. We accepted to bring on the business with our original proposal. I remember the Buyer, saying it was a lesson learned and one he would never make again.  

I still see this, and I am sure many other's do. It can be disheartening to lose a deal in these circumstances; however, in the end, amazing service will always WIN.  

In the last several months, I have noticed a common practice in our industry. What we are seeing; companies are pricing themselves under market value, and as a consequence, they are making next to no margin. With such lean margins, they can not invest in their team; they ought to be hiring more staff, but instead, they add more work and keep adding and adding. Balls get dropped, calls left unanswered, tasks missed; the snowball gets bigger and bigger.  

This business practise can give an industry a terrible reputation; I recently overheard someone saying Property Managers are unorganized and unreliable. I felt like jumping up and down and saying not all of us, Sir! I understood, however, why he likely felt that way.  

I am sure you have heard, "the cheapest option, is not always the best option," True; however, the most expensive option is not always the best option either.  

I believe for product and services paying on-par market/industry rates; maybe even a little higher is the way to go. Only if you can confirm that the team that will be managing your business, your portfolio has balance. I believe that people who have balance are better equipped to provide the best possible customer service.

Our company strives to ensure that our team has balance, that we do not pile on more work just because they can do it or frankly want to do it. We allow for a great deal of freedom and flexibility. Which at times has been criticized by outsiders. It works for our team. For us, the proof that this works is in the thank you cards that line the shelves of our staff's offices, and when we share an email from a customer, complimenting a team members ability to help, be reliable, solve a problem and do so with a smile.  For that, I am thankful. 

If you lose out on an opportunity because your competitor "bought the business," stick to your plan, keep the balance for your team, knock the next one out of the park. Keep your door open because that customer/deal may just come back.  

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