Supply Chain Connections

Sep 8 2009 7:57AM | Permalink | Email this | Comments (1) |
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By Glenn Singer

Here is another true-life story in the never ending saga of Glenn Singer's life. Last March we bought a new garbage disposal from a national retailer. It was installed by the same retailer and in three weeks it was working sporadically so I called the retailer’s repair service and made an appointment. The guy never showed up so I made another appointment and this time the guy showed up and told me that there was nothing wrong with my disposal and that I had faulty wiring. So I had my electrician out and 3 hours and $196 later I learned that my wiring was fine.

Here is where the fun starts!! The same repair guy comes out and tells me that he is ordering me a replacement and I should pick it up at the store in two days. So I go to the store and they have never heard of me and they tell me that the repairman had no authority to order a new one. They gave me a number to call to get it solved and when I called the number I was told that the store had to order the new unit. Eventually, I was fortunate enough to find and advocate in the form of the appliance department manager. She, and she alone, apologized for the “unbelievably poor service” and ordered me a new unit and arranged to have it installed.

The point that I want to make is that each of our companies need to have every employee see themselves as advocates for your customers and potential customers. If everyone gears their actions as acting on behalf of the customer our companies will become and remain leaders within our respective markets. All of us at Builder Partnerships continue to strive to be the advocates for our builder members and our manufacturer associates and, I am happy to say, it is paying off for all concerned.