Learned It From Experience: L.I.F.E. Lesson #13
In this business, we have to depend on others often. Suppliers, manufacturers, fabricators, contractors. This means each time we refer clients to them, our name is on the line.
Yesterday, I finally said enough is enough. Here is what happened:
My counter fabricator told me on Monday the installation window was Tuesday, 11 am-12 pm. They also are supposed to call me on the day of the installation 30 min before they arrive. Then once I receive that call, I can head to the clients for the installation.
At 10:04 am I get a text from MY CLIENT saying “I’m not sure if you are coming, but they are here.”
There are so many things wrong with this.
- I got no call ahead.
- They are early.
- I look like I have no communication with the company not to mention how unprofessional it makes me look.
Some history- I have worked with this fabricator for years. Their prices always beat everyone else’s. BUT- I have issues with almost every job. From little things like communication to big things like measuring incorrectly. I’ve stuck with them. Why? Pricing. But yesterday was the final straw. Fool me once…
So, what did I do? I called the owner and first dealt with the problem at hand. That the installers were on site and I wasn’t. The owner called the team onsite and told them to call me with any immediate questions.
Then I addressed that these types of issues have happened too many times, and I was done. I couldn’t do business with them anymore. She apologized, but at that point, “I’m sorry” wasn’t enough.
Sometimes, regardless of what you do, the relationships with vendors may or may not be successful. I do suggest having a conversation with the vendor before you start the working relationship to discuss what the process is and what happens when things go wrong. You know I am a big fan of setting expectations and by doing so, the working relationship will go much smoother!
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