Aug 5 2008 8:07AM | Permalink | Email this | Comments (0) |
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Over the past several weeks I have been observing the process of problem resolution between a Builder Partnerships’ builder member and manufacturer associate as I have been copied on all their email correspondence. It seems that the builder has been experiencing quality problems with one of the manufacturer’s products. It seems that this particular product always is delivered to the jobsite with some form of damage to it.

The manufacturer has been very responsive and has communicated well since the inception of this problem. In fact, the senior vice president of sales and marketing has been involved from the beginning as well. He has had his team visit the distributor to determine if there has been some handling and shipping problems. He has also examined the manufacturing process as well as the shipping process to determine if the problem lies in this area. All along, he communicated with the builder on his learning and the status of the resolution.

The builder also has done a great job of communicating as the builder was also examining his construction process as well as his conversations with the trade contractor who installs the product. The builder also kept his “cool” as he wanted to get the matter resolved on a professional basis as he liked the product.

The problem is about to be resolved as the builder has asked the manufacturer if he had a substitute model that has a better history of quality and the manufacturer has responded that he does but it is a little more expensive but will provide to the builder at the same price as the other product. This has been rewarding to observe as it serves as a model for problem resolution:

• Both parties treated each other in a respectful and professional manner
• Both parties wanted to reach a resolution that benefited both
• Both parties went out of their way to communicate