PrimaDonna
Megatron
Those of you that follow know we do our best to meet our customers expectations and provide exceptional customer service. But every once in a while, the client expectations aren't communicated clearly.
We provided a quote to a client to strip their floor, clean it and reapply a product they use in house that they told us had to be used. We did not promise a certain outcome but they assumed it was going to give a gloss finish (why, I don't know since the product they had been using and wanted us to use wasn't glossy to begin with, but I digress).
Called the day after we did the job, and the contact (that is the one we initially met and set the whole thing up with) said the floors look great! He called us the next day to say, we need you to come in, "they" aren't happy with the outcome. That we should have presented them with other options (why or how, I don't know since they didn't ask us for them).
I'm sorry, "they" aren't, but we did exactly what you asked and documented what could happen once we stripped and cleaned the floor. Someone had to have all that go across their desk and approved it. No one said this was an unacceptable outcome and asked what other options there would be or asked what type of "finish" the process would result in. We went and met with the powers that be. Then the whole story came out. We didn't have the right people in the room during the initial meeting. If they assumed their representative that set this up knew that they wanted a certain look, or if they communicated that to him and he never to us, we will never know. But somewhere along the line, someone had an expectation that never made its way to us. And now they wanted us to fix it. The floors would need to be stripped and cleaned again, in prep for a different process to get them the outcome they wanted, but we don't offer. There was question whether we would be part of that process or not in prepping the floor for the 3rd party that would be doing that step, since they don't offer it and need the floor prepped.
I had to send the following email after two meetings and an hour long call with them. How do you think it was received?
(Just wanted to share an example of when we had to stand our ground. I'll let you know how it turned out, cause this is all over and done with now, but I'm interested to know if you think I shot my foot off or not. Sometimes it's a risk you take)
XXX,
I appreciate the time you took to speak with me on the phone today. I believe we need to agree to disagree on some of the points we discussed regarding communication of expectations during the initial discussion of the scope of work. We can't change what has happened to this point and we have two different perspectives, but desire to get some closure and do what we can to preserve our relationship with XXX.
We have considered your request to reduce the cost for the work we completed by $$$. We still stand firm that we performed the service as proposed, documented issues that could be uncovered during our service in our estimate (which was accepted) and there was no fault in our workmanship. We will not be held responsible for a desired outcome that wasn't communicated to us, nor promised by us. However, we are willing to make a concession in good faith to maintain the integrity of our relationship with XXX.
We will credit the invoice for $$$. However, the proposal I sent to XXX XXXX yesterday and to you this morning, would not stand if the credit is issued. Our concession for that option was to not charge you to strip the floors a second time if you are having us come in to prep them for the (third party) process. If Burdick's is removed from the process from this point forward, we will apply the credit. If you want us to prep the floors for the (third party) process, then we will extend the latest proposal (no charge to strip the floors a second time, but no credit on the initial invoice).
We are going to remove ourselves from assisting with the(third party)process completely since we don't have experience with it and don't want to assume responsibility if the results aren't what you desire. We cannot in good faith promise an desired outcome without having ever performed the service.
If we are not involved in prepping the floors, you will need to coordinate with the XXXXX and folks at (third party) how you plan to strip the floor and clean in preparation for their process. I have spoken with XXXX and he confirmed that they personally would not strip and clean and the floor to prep for the (third party)process. However, he can offer assistance in helping you determine how to get this accomplished.
You need to determine if your costs will be better managed by getting the credit and sourcing someone else to strip and prep the floors, or leaving the invoice as it stands and having us do the prep work and offer the stripping a second time at no charge. Since we are removing ourselves from the (third party) process, the machines needed to perform that work will also need to be sourced. This something you will need to work out with XXXXX and the (third party) folks. I wanted to mention that so you can plan accordingly with XXXXX to have all the equipment needed.
Please feel free to call me if you would like to discuss. We look forward to your decision based on the options presented.
So....what kind of response do you think we got?
We provided a quote to a client to strip their floor, clean it and reapply a product they use in house that they told us had to be used. We did not promise a certain outcome but they assumed it was going to give a gloss finish (why, I don't know since the product they had been using and wanted us to use wasn't glossy to begin with, but I digress).
Called the day after we did the job, and the contact (that is the one we initially met and set the whole thing up with) said the floors look great! He called us the next day to say, we need you to come in, "they" aren't happy with the outcome. That we should have presented them with other options (why or how, I don't know since they didn't ask us for them).
I'm sorry, "they" aren't, but we did exactly what you asked and documented what could happen once we stripped and cleaned the floor. Someone had to have all that go across their desk and approved it. No one said this was an unacceptable outcome and asked what other options there would be or asked what type of "finish" the process would result in. We went and met with the powers that be. Then the whole story came out. We didn't have the right people in the room during the initial meeting. If they assumed their representative that set this up knew that they wanted a certain look, or if they communicated that to him and he never to us, we will never know. But somewhere along the line, someone had an expectation that never made its way to us. And now they wanted us to fix it. The floors would need to be stripped and cleaned again, in prep for a different process to get them the outcome they wanted, but we don't offer. There was question whether we would be part of that process or not in prepping the floor for the 3rd party that would be doing that step, since they don't offer it and need the floor prepped.
I had to send the following email after two meetings and an hour long call with them. How do you think it was received?
(Just wanted to share an example of when we had to stand our ground. I'll let you know how it turned out, cause this is all over and done with now, but I'm interested to know if you think I shot my foot off or not. Sometimes it's a risk you take)
XXX,
I appreciate the time you took to speak with me on the phone today. I believe we need to agree to disagree on some of the points we discussed regarding communication of expectations during the initial discussion of the scope of work. We can't change what has happened to this point and we have two different perspectives, but desire to get some closure and do what we can to preserve our relationship with XXX.
We have considered your request to reduce the cost for the work we completed by $$$. We still stand firm that we performed the service as proposed, documented issues that could be uncovered during our service in our estimate (which was accepted) and there was no fault in our workmanship. We will not be held responsible for a desired outcome that wasn't communicated to us, nor promised by us. However, we are willing to make a concession in good faith to maintain the integrity of our relationship with XXX.
We will credit the invoice for $$$. However, the proposal I sent to XXX XXXX yesterday and to you this morning, would not stand if the credit is issued. Our concession for that option was to not charge you to strip the floors a second time if you are having us come in to prep them for the (third party) process. If Burdick's is removed from the process from this point forward, we will apply the credit. If you want us to prep the floors for the (third party) process, then we will extend the latest proposal (no charge to strip the floors a second time, but no credit on the initial invoice).
We are going to remove ourselves from assisting with the(third party)process completely since we don't have experience with it and don't want to assume responsibility if the results aren't what you desire. We cannot in good faith promise an desired outcome without having ever performed the service.
If we are not involved in prepping the floors, you will need to coordinate with the XXXXX and folks at (third party) how you plan to strip the floor and clean in preparation for their process. I have spoken with XXXX and he confirmed that they personally would not strip and clean and the floor to prep for the (third party)process. However, he can offer assistance in helping you determine how to get this accomplished.
You need to determine if your costs will be better managed by getting the credit and sourcing someone else to strip and prep the floors, or leaving the invoice as it stands and having us do the prep work and offer the stripping a second time at no charge. Since we are removing ourselves from the (third party) process, the machines needed to perform that work will also need to be sourced. This something you will need to work out with XXXXX and the (third party) folks. I wanted to mention that so you can plan accordingly with XXXXX to have all the equipment needed.
Please feel free to call me if you would like to discuss. We look forward to your decision based on the options presented.
So....what kind of response do you think we got?