A friend of mine recently had a frustrating experience when she was in the process of moving between addresses. I thought it related quite well, especially in regards to other vendors within the service industry, and thought I should share this one with you guys.
My friend is quite neat and tidy. She knows what she likes and often does a good job of getting what she wants. What she wanted was a professional cleaning service to steam clean the floors, clean the kitchen and the bathroom. She already had lightly cleaned the place, but needed professionals to finish up the job to ensure that she got her full bond back.
Within the research and quotation process to find the right vendor, she had some companies that were comfortable quoting her over the phone. Yet, some also went to the effort of quoting her on site.
I thought to my self, how can they accurately quote an exact amount to clean the place when a) they haven’t seen the physical dimensions of the place b) they haven’t seen the condition of the place with their own eyes. I mean, context is everything, and the way someone describes something is often very different to how someone else perceives it – especially when money is involved.
At the end of the day she went with a cheaper quote. This company quoted over the phone, and because of this, she was quite disappointed by the overall result at the end of the day.
For an extra $100 she could have gone for the company that came out and looked at the place on site, but also took the time to talk to her about her main concerns. They’re quoting on site, they’re quoting the right amount to do the job well for her, so at the end of the day she’ll have a reasonable chance of being happy with the final job. They move on with a positive reputation and she is happy.
Instead she booked on price alone. This company turned up late, gave her the run around, but more importantly, also did a poor job. I have a feeling they under-quoted, and when they arrived on site they saw what they were dealing with, felt underpaid or that it wasn’t enough to do the job correctly. Naturally, this resulted in a bad job and a poor experience for my partner.
My friend is now out an extra $400 on her bond, and if she had just done the job right in the first place, and entrusted the job with a professional that truly took the time to get to know her exact requirements and situation, she would have saved more money in the long run.
The moral of the story, even with the most basic service job (or the most basic wedding), don’t accept quotes sight unseen. This old way of doing business is very dated and will only lead to disappointment for both parties involved.