Why is good customer service so hard to find?

[disneysteve]

This is an issue that plagues the independent contractor business. A lot of guys are great at their trade whether it be auto repair, HVAC, plumbing, carpentry, or general repairs. But, they are horrible at customer service and at financial management. There is a lot more to running a business than simply knowing a trade.

What is really disturbing, though, is when it isn't some little independent guy. When I call "Joe's Repairs" which is a company of one consisting of Joe and a toolbox, I can understand that. My expectations are different when I call a large regional company that has been around for decades, has a couple hundred employees, a fleet of trucks on the road, TV ads, advertising wraps on public transit buses, sponsors local sports teams, etc. This is a well-established company, not some fly-by-night guy looking to make a few extra dollars on the side. I don't think it is unreasonable to expect them to answer the phone when I call and show up when I schedule a job with them.

[bjl584]

What is really disturbing, though, is when it isn't some little independent guy. When I call "Joe's Repairs" which is a company of one consisting of Joe and a toolbox, I can understand that. My expectations are different when I call a large regional company that has been around for decades, has a couple hundred employees, a fleet of trucks on the road, TV ads, advertising wraps on public transit buses, sponsors local sports teams, etc. This is a well-established company, not some fly-by-night guy looking to make a few extra dollars on the side. I don't think it is unreasonable to expect them to answer the phone when I call and show up when I schedule a job with them.

Payroll is the easiest thing for Accounting to cut. Customer Service goes first.

[disneysteve]

Payroll is the easiest thing for Accounting to cut. Customer Service goes first.

It has been my experience many, many times over the years that the bigger and more "successful" a company becomes, the worse their customer service gets. I understand that it is a lot harder to offer that personal touch when you have 50 or 500 employees rather than 5. We have stopped using several companies over the years that started small and grew into big corporate entities rather than mom and pop businesses. While I'm glad they were successful, I can't continue to support them once the service suffers.

It's just getting harder and harder to find those smaller, more personal companies, not just in the contracting business but everywhere - banks, supermarkets, restaurants, retail shops, etc.

[Makebobbleheads]

To keep High Quality service Hire Quality

I think that the big picture is simple. Small business regularly provide you more quality services than the most big Companies because they more need good feedbacks.

Good reviews and feedbacks are a must for small Business. Big Companies have been around for ever and have weathered plenty of storms to consider this increasing obsession with great customer service seriously and are just going about as they always have.

We must consider also that maybe They do not pay their employees enough.

[Fishindude77]

You can get great service from both very large and very small companies. Just depends on what the company focus is, and if the people really care about customer service. It starts at the top with the boss, no matter how big the company is.

The reason small companies are going to the wayside is that the ever increasing amount of governmental oversight, regulation, etc. forced on them, makes it tough for the small companies to afford the staff and overhead needed to comply with all of this BS. It's also tougher for a small company to attract employees when they can't offer group health insurance, paid vacations and holidays, etc. that everyone demands nowadays.

Still plenty of opportunity for small business, but it is getting tougher.

[tripods68]

I agree with several other people, you have to have bidders to find the quality and lowest cost.

Take for instance, our fence needed repairs last November. I wanted to get it done before EL Nino. I got a referral from a co-worker of mine; had him look at the fence. Gave me quote of $650 parts & labor. It wasn't too bad but for the kind work it needed it, quote was a bit much. He was a nice guy, seems honest.

I had another several bidders come by; both gave me $550 & $500 quote. Finally, I happened to have a garage sale same week. The family that bought our table, was also a handy-man. So I told him my fence need a repair; took a look at it. He turn out to be the lowest bidder $300. We also decided I will pay the parts. Next day, pick up the material which cost less than $100. Fence repair total $380. If I factor the table he bought ours for $125 and his $300 labor + material $80 = Net cost $255.

At the end of the day, its not about trusting someone, its about getting things done the way you want it to get done at the lowest possible cost. You can never be sure how honest or trusting people can be. There just isn't enough time.

[disneysteve]

The reason small companies are going to the wayside is that the ever increasing amount of governmental oversight, regulation, etc. forced on them, makes it tough for the small companies to afford the staff and overhead needed to comply with all of this BS. It's also tougher for a small company to attract employees when they can't offer group health insurance, paid vacations and holidays, etc. that everyone demands nowadays.

Amen! This is so poorly understood. Everyone thinks it is WalMart and Target and Best Buy and Home Depot that are putting the little guy out of business. That's a factor for sure, but the cost of doing business is a far bigger factor. Whether you have 2 employees or 2,000 employees, you are subject to the same government regulations, which is nuts. It is exactly what is driving us out of private medical practice. The requirements and regulations are impossible to comply with unless we merge with a big medical group. We don't want to but at some point we will have no choice.