Projects rarely go completely as planned, and sometimes it can seem like if it can go wrong, it will. Missed deadlines, rising costs, irate customers, and a smear on your reputation can all result from things going wrong at the jobsite. Sometimes a worksite can be a complete nightmare. Will you have the support you need from the experts? Will those who sold you the materials be there for you at the end of the day? If the answer is anything but yes, then you aren’t dealing with quality customer service.
HOW CUSTOMER SERVICE FAILS COULD IMPACT YOU
When everything is going as expected, every company is there for you. If it goes bad, they’ll show their true colors, leaving you in a bind. Customer service failures are unfortunately part of doing business these days, but they shouldn’t be. When there’s a breakdown in supplier service, it can have a significant impact on your business. For example, we require that customers are provided with an accurate projected timeline for all building materials to arrive on the jobsite. This simple way to proactively set expectations, ensuring building managers aren’t left in the dark, is too often glossed over or falsified.
THE REAL COSTS OF DELAYED PROJECTS
If you don’t have your materials, then it’s hard to complete a job. Then costs start mounting, and it’s not just the easily identifiable costs like extra labor. There are additional costs including the cost of deferred income that is impacted by the building not being ready for new tenants or a grand opening. There is also the cost of loss sales—that’s revenue your customer could have been making if the deadline was met. Customers can actually attempt to recoup these fees via litigation. One account of this is a situation that occurred with Austin’s largest hotel, which saw significant delays. The general contractor filed suit against a subcontractor for $27 million in damages that allegedly occurred due to the subcontractors’ delays.
Delays are sometimes inevitable but when they are handled with excellent customer service by an organization that understands the dangers of delays, you will be able to navigate the situation better.
CUSTOMER SERVICE STARTS WITH PEACE OF MIND
When you engage with a company that prioritizes customer service, you receive support throughout your project. We believe customer service goes beyond doing what you say you’re going to do. Excellence in service offers predictive insights and pre-emptive performance, providing the peace of mind you only get knowing that you’ll be taken care of. Simply put, excellent customer service translates to less stress and worry.
When you receive quality customer service, timelines stay on track without missing important milestones. Great service can also reduce overall costs because there are fewer errors or issues. So, how does TAMLYN show up every day for our clients? We have a dedicated team that goes the extra mile—even if it’s not our product.
In fact, we recently received a panicked call from a building contractor working on a large multifamily project in Arizona. They were having installation challenges with a competitor’s product. Instead of telling him he should call the other company, we flew out two of our exterior aluminum trim experts. They provided the expertise needed for the contractor to finish the job correctly and on time.
Daniel Dietz / Marketing: “We have a strong foundation of customer service. That includes knowledgeable staff and the ability to be flexible with our customers. We believe it’s best to be transparent with our customers so that if any issue arises, we’re already on top of it.”
Tamlyn: We’re Rooted in Great Service We are a family-owned business that began in the backyard of our founder’s home. From those humble beginnings over 40+ years ago, TAMLYN has grown to be a world-class supplier of building materials. We believe in promoting positive, lasting relationships with customers, providing excellent products at fair prices with superior service. Learn more about our story today and our commitment to great service.
Learn more at https://tamlyn.com/