Submitted by ops on
Sometimes the job just doesn't go right. Here at Bay Area Installations, we are undaunted by these inevitable setbacks and know exactly what needs to be done to get the project back on track. When the worst happens, we stick to the following protocol:
1. Keep the Customer Satisfied. This is that uncomfortable call you have to make. You greet the customer, exchange pleasantries, and then give them the bad news. It always stings a little as you wait through the awkward pause, to see how they take it. And yet we believe that, as a service company, we owe it to our customer to be up front. If they want to yell and scream and blame us, we keep cool, hear them out, and then turn their attention towards our proposed solution.
2. Best Laid Plans. As the saying goes, "the best laid plans of mice and men ofttimes go astray". But this doesn't mean not to have a plan - by contrast - it means to always have a plan, and a good one, but be ready to react when you need to. In our hypothetical situation, the plan has failed for one reason or another. Perfect opportunity to create a new plan that will account for the setback, and quickly put it into practice. This also helps with step (1) above - if the customer knows you've got a plan, they'll be able to put their mind at ease, knowing that they're covered.
3. Post Mortem. Once the project has been satisfactorily completed, it's time to evaluate. What went wrong? If it was something we did, we are open and honest about it and address how we can avoid making a similar mistake in the future. If it wasn't our fault, how could we have been more prepared regardless? Was there a communication breakdown which lead to the problem? If a customer of vendor was at fault, is there a way for us to professionally bring the issue up, so that it doesn't happen again? We try to learn from - all - mistakes, so that we are not doomed to repeat them.
Sometimes the job just doesn't go right. If anyone tells you otherwise, watch your wallet. But at Bay Area Installations, we have the experience and perspective to help maneuver troublesome projects like this to a successful close.