Gotta Love Contractors!

Ok, so there is a lot of talk about customer service, brand experience, moments of truth, etc. in the branding/marketing world. Well, I must say, I am beginning to think that many smaller construction subcontractors could use a lesson in Customer Relationship Management.

Case in point: I needed to find electrical subcontractors in a relatively large midwestern city recently. I had a list of four subs which I received from one of my colleagues. Here is how it went when I called them:

Sub #1: Answering machine picked up.  I left a detailed message about the project and what I needed and asked them to return my call.

Sub #2: A nice lady answered the phone and after I told her why I was calling she immediately connected with the appropriate estimator. This estimator had not seen the RFP and was not sure if they would be quoting. The decision maker was not in the office today. I offered to send the bid package which I did after hanging up. Not great but not bad as a customer experience goes.

Sub #3: Here is where it gets interesting. I called the number listed on the contractor's website. An answering system picked up and per the instructions I pressed "0" in order to leave a message with the general mailbox. After pressing "0" there was a "beep" and I commenced leaving a message. Almost immediately a series of short "beeps" in groups of three began. I managed to get my name and company name out and then had to hang up.

Undaunted, I called back, this time thinking I would outsmart the answering system and choose "1" to dial by name.  I did not know anyone at this company so I thought (this is where I was brilliant!) I would key in the name of the company (it being a common surname in the United States).  Well, it turns out there is no one at the company with a surname that is in the company name.

Needing to make contact, I settled for sending an email to the generic "info@companyname.com" address listed on their website.

Customer experience: Not good.

Sub #4: Even better.  Two attempts to make contact, both failures. First attempt: no answer, just silence then a busy signal.  Second attempt: Phone company recorded message that "This number is not available at this time, please try back later".

Redemption came when Sub #1 called back, was familiar with the project and said they were quoting.

So, if you are a small subcontractor, how do you ensure your potential customers can contact you and have the kind of experience that you would like to have?

Related link:

Customer Service for Contractors: What Customers Want from Contractors

The Westclox Story

Recently visited Peru IL and the Westclox museum. This visit brought home how American manufacturers failed to compete in the later 20th century with foreign corporations.

As with so many companies, Westclox began with an idea, a new idea about clock making. It was a story of courage and innovation. In it's heyday, Westclox was the largest manufacturer of clocks in the world with the LaSalle-Peru plant covering more than 20 acres with 2,800 employees.

I think what impressed me most was the advanced level of quality control employed in the early century. Cutting edge to be sure. As you can imagine, clock making is an exacting process.

I highly recommend a visit. There are thousands of clocks, watches and all sorts of time related products on display. There are even bomb fuses which Westclox manufactured during the war years.

Visit the website here:
Westclox Museum