At the risk of sounding like a caller on talk back radio (especially in light of the fact that I recently gabbed on about how young I am), I have to ask what on earth has happened to customer service.
Let me fill you in on the back story
As my reader would know I am renovating my house, well I am not renovating it per se – the builder is doing that, I am just doing the stressing.
Everything has been going along really well and apparently we should be delighted at the speed that the work is taking place – that and the fact that there have been no “surprises”. Well no surprises until we were informed that the floorboards needed to be replaced.
Floorboards are expensive after the mark up that the resellers make and people who sell floorboards stand to make a lot of money from people who they sell to. People like me and Mr Pencil who have to replace the floors before the builder and his ladder disappear into the huge black holes that keep appearing where the floors used to be.
So we took our bundles of cash (if a credit card is a bundle of cash) and we make for the timber flooring stores.
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Second shop we go to the man stands as we approach. I am briefly filled with joy. We explain that we are looking for a limed American Oak, his response – “Oh do we supply that?” Fantastic – he has NO idea. He then spends 10 minutes telling us that he is very new on the job, doesn’t know the stock and is not sure of the difference between floating and fitted floors. I briefly think of explaining it to him but my husband convinces me that his boss will give him that training – any month now.
Next we go to a shop with a huge showroom – well actually lots of little rooms all with different floors. None of the lights have been switched on so you actually can’t see a thing. The people working there clearly do not believe that they will ever attract a customer, it’s hard to get business when you avoid eye contact at all costs and then give a death stare if someone actually gets your attention. We stumble around looking for the light switches so that we can see the product and we force someone to help us. She knows as much about flooring as she knows about lighting – nothing.
Eventually we find a shop where someone is willing to engage with us. We make a time for them to come to the house and quote on the job. He walks in a shouts at me that I have terrible floors. Er, I know this , that is why I am paying you lots and lots of money to give me new floors. He shouts some more and shakes his head vigorously. I ask him to just give me a recommendation and a quote – he says he refuses to do the job. May I just say at this point that the floors are really not that bad. Thin? Yes? But so bad as to refuse a job? No. I don’t think so.
Luckily Adonis, my builder (I call him Adonis – Mr Pencil calls him – actually let’s not go there), has a flooring man come out to see us. Why he waited until we had pulled all our hair out before he shared this piece of wisdom I am not sure. Anyway this man – we’ll call him Mick, because that is what his parents called him – walks into the house and says “Okay – let’s do limed oak, let’s do prefinished fitted boards and let’s get this job done on Saturday”. I immediately get over Adonis and fall in love with Mick. Fickle ? Yes But I have the coolest floorboards you can imagine and we gave this man the job without even getting a quote.
Why can’t everyone be like Mick? How hard can it be to want to make your customers happy?