I've always believed that a huge part of customer service is managing customer expectation.
Take the following scenario:
The customer is eagerly awaiting delivery of a product, and the vendor knows the delivery date will be one of two days on the week of September 8th.
The vendor could tell their customer any number of things, but lets try just these two:
1) "Those items will arrive on September 10th or 11th. We will call you on the 8th to let you know."
2) "Those items will arrive the week of September 8th."
Which of these statements is more likely to tick off the customer?
I'll give you a hint - # 2 is what our vendor told us about our cabinet delivery.
Now, a statement like that - you know it's not going to be delivered on the 8th - but you've been waiting for this delivery for weeks. You're eager. That part of your brain that desperately wants your kitchen to be done is saying "The week of the 8th, could mean the 8th!"
The realist calls the vendor on the 6th and asks to know what's up. The realist is told "We won't have a firm date until the 8th." Logic kicks in and says
well, if we won't know until the 8th - odds are it won't show up on the 8th.
Optimist pipes up again "Maybe the 9th!"
The 8th shows up and all of my numerous factions are pinging the vendor to find out when the hell our cabinets will show up.
"Well..." says the vendor, "the trucks run on Wednesday and Thursday" so the soonest it will be here is the 10th."
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Okay, stop right there. This is how you annoy a person like me. String me out with bare minimum information and then admit to me that you knew more than you'd let on.
Week of the 8th + Trucks run on Wednesday and Thursday = the 10th at the earliest.
So why not say that? Yes, it's a matter of 72 hours - but when your kitchen is missing in action, and your general contractor is headed to Florida on the 13th, every hour matters. Why make me wonder?
Fail.
(We did actually get our cabinets on the 10th - our general contractor installed them on the 11th and 12th and life went on. But I'm still ticked at the vendor for stringing me along.)
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A kitchen remodel goes in fits and starts. Our contractor (I'll just call him The Man) is a typhoon of action. Day one, he obliterated our old kitchen and we had new walls and plumbing in a week and a half. If we'd have had cabinets by then - he'd have been done in two weeks. The Man makes stuff happen.
Except that kitchens have parts that have to be ordered, or subbed out. The floor took a week and a half to set up, cabinets take four to five weeks to make.
At some point, The Man just has to wait until stuff shows up. We had weeks of a big empty room and little activity.
Then the appliances showed up - then the cabinets and suddenly, The Man is off on a tear again. Cabinets and appliances are in place in 48 hours.
Enter the next delay - the countertops.
Countertops need to be made to order, so once the cabinets are in - the
Fabricators can show up, measure everything and then inform you of when they will be done. It'll be another week and a half.
Which sucks.
You have a kitchen that is practically done, but no countertops means no surfaces - and no surface means no sink - and not having a kitchen sink is perhaps the most annoying thing about a kitchen remodel.
I want my garbage disposal!!!
So you spend the next ten days walking through a room that is a kitchen in all but function. In your head, the kitchen remodel ends with one of those "reveals" from basic cable:
Wow! It's so great! Let's cook a meal and do dishes, hon!
Reality is - your microwave is the only working appliance - and there's no place to put anything.
For ten days.
Then the
Fabricators show up and you're told that the day after they're done - the plumber will show up and connect everying.
Counters + working appliances = Done! At least in my head.
But it's like jumping forward by halves - you never really get to the destination. First, the
Fabricators notify you late in the day that - Oops! - they've forgotten to
fabricate part of your counter. It'll be another five days. The missing part is not something that will affect the plumber, so it's easy to shrug off. Function is the big deal and so long as the plumber can work, we're 24 hours from being able to cook and clean again.
Plumber day, yesterday. Heading out the door, I'm thinking there's any number of items that will go wrong, so I leave my cell number on the countertop right next to opening for the sink. i.e.
call me if you need something.
Returning home from work - I'm eagerly looking forward to firing up the stove and doing some dishes.
Except - the plumber has put in the sink (with the disposal on the wrong side) and has done nothing else. He's read my note, because he's added his own note below it:
Had to leave, will be back in the morning to run gas line to stove. I called the electrician he will be here in the morning to wire the dishwasher, thanks.
-Plumber
Okay - FAIL.
Not only did he not do all the items on the list - he didn't call to let us know. Customers who are given more time to believe things are fine are more irritated when they find out they're not.
True, it's all going to be sorted out tomorrow morning - but cripes! This close to the end, every delay is slow death.
--
It's tomorrow (today) I'm telecommuting, looking forward to talking with the plumber and electrician. I have a few questions and I need to talk with him about switching the disposal and running a gas line for our dryer.
I leave him a detailed note - in case he shows up while I'm dropping off the kids.
I get back to the house and he's not there. By 10am - I'm getting that familiar feeling of things going south.
I call the electrician - he's surprised I'm calling him. He clearly has no expectation of showing up today. "All I want," I say, "is somebody to hook up the dishwasher. I don't want another weekend of hand washing plates."
Electrician sounds like a person that's been caught stealing your newspaper. "Gosh, I don't know. I don't know if I can get anybody there today. I mean, we're going to have to get it inspected next week anyway..."
I'm like
who cares about the inspection? I want a working dishwasher! Four days doesn't matter to you, but it sure does to me!
"Well, I'll call you back around 1 or 2, and let you know if I can get somebody there today. How's that sound?"
Truth? It sounds sh!tty. I get to wait in suspense all day for the possibility that you might help me?
I bite it back. "Well, if that's all you can do - I'll wait for your call."
Click.
Next up is the plumber. I call and leave a message. An hour later (11am) he calls me back. He's on his way, and he's okay with switching the disposal.
Good. But I'm still ticked off. I was told I'd have a plumber and electrician this morning. I'm going to get a plumber around noon - and probably won't get an electrician at all.
Plumber shows up and I lay it out for him. "I just want to use my kitchen. Hook up my stove, and I'm happy. My sink works, you can do the tune ups next week. I want to cook."
He gives me a can-do smile and says, "I'll get your stove set up right now."
Solid.
I go back to work, and his pounding and hammering is a satisfying soundtrack for the next two hours. The hammering stops and about the time I look up, the plumber leans into my room and asks, "Say, do you have a connecting hose for the stove?"
All right, then. Now I know how the stove hookup will go south.
I bought a new stove that arrived without a power cord (it's dual fuel) and a gas hookup line. The plumber has run the gas right up to the stove, but the last foot of the gas connection is something he doesn't have (and didn't think to bring).
He's one foot out the door at that point, has to pick up his kid and he leaves me a roll of teflon tape and says "it's really simple." He recommends testing for gas leaks using a match - and then leaves.
Great. No hookup unless I do it. I know nothing about hooking up a gas line - but I'll be damned if I go through another weekend without a stove. I look at the gas pipe, then head for the hardware store.
On the way to the hardware store, I remember that it's after 2, and there's no word from the electrician. I call him and get his voicemail.
Figures.
At the hardware store, I find there are two sizes of hoses for gas connections, small and big. The valve was big - so I buy the big one. On the way home, I call the electrician again - and get through.
"Uh, yeah - I don't think we're going to be able to make it today. How's Monday look?"
EPIC FAIL.
Fine.
Click.
Back at the house, I tear open the bag, pour out the connectors and start checking the connections. The hose is too big.
Back to the hardware store. I get the small hose, and I find the
old guy. I ask him about how I can hook up my dishwasher. He give me a cord and some wirenuts and turns me loose.
Back at the house again. I get the small hose down to the connectors - I'm missing an adapter.
Fine.
Back
to the hardware store. I get the adapter, grab the old guy again.
Is there anything else I should have to connect a gas range? He gives me some teflon tape - the yellow kind for gas connections, not the white stuff the plumber left me - and I check out. The cashier smiles at me "Is this the third time today?"
I give him the kind of look that says:
I need space today.
There's now no time to actually connect anything - I have to pick up the kids. No way we cook our own dinner now. Arrgh!
So, pick up the kids and E, back to the house. Stepping out of the car, I find - in my driveway - the exact adapter I need for the hose. It's not the one I just bought, it must have been in the bag and - IRONICALLY - fell out as I went into the house.
Fine.
I get the yellow teflon going - hook up the connectors, screw stuff together and start testing the connections with soapy water. No movement - no leaks. Hooray.
I peel the tape of the top of the stove - the burners and bits aren't on, but I want to see if the stove lights up.
It doesn't. Plenty of sparks, no flame. In the back of my head - I'm thinking, did the plumber turn the gas back on? Eventually, it occurs to me that there's an easy way to see if the gas is flowing. I turn the burner know past the lite and just pump out some gas. I hear it, I smell it - the gas is there, it's just not lighting.
Burner covers. I put the burner covers on, and it lights up on the first shot.
Who knew?
We have a stove.
Now, the dishwasher.
The dishwasher is bolted under the counter, and there's a stripped piece of romex running out from under the front. Old guy told me to splice a plug onto those ends and put on wirenuts.
It'll be ugly, but I'll be washing dishes until the electrician decides to grace me with his presence.
I splice and plug - switch the breaker and.... nothing. The plug tester shows no lights at all - but the outlet is sending electricity because the disposal is working.
????
If the plug works and no lights are on- that means there's an open hot connection.WTH?
And then it hits me: the romex isn't coming from the dishwasher, it's going
to the dishwasher. All I have to do is connect the three ends to the volt box on the front of the dishwasher and I'm good.
Three hookups later, I power up the dishwasher.
We're still missing part of our countertop - but the big three stove/dishwasher/sink are all online.
We're not done - but here and now - I'm calling it done.
Despite the best efforts of our subcontractors - we can cook.
Huzzah!