A kitchen sink drama
April 14, 2013
And I suppose you want taps...?
When my in-laws decided to replace their kitchen with a not insignificant budget, they chose to shop local in the belief that they would benefit from an attentive and reliable service and would be supporting a local business. And so, one Saturday morning they paid a visit to three local kitchen designers. Here’s what happened.
Can’t you see I’m busy reading my OK magazine?
At the first showroom, the assistant was reading when they walked in. She did not lift her head from her riveting read. Hell no! Don’t let a hot prospect come between you and what Posh Spice is up to! After 5 minutes of being ignored, my in-laws left with a resolve never to return.
At the next showroom, the manager expressed an interest in quoting for the job, took some details and said he would be in touch. Which in fairness he was, but only after he had been chased several times. And the quote was poor indeed. One flimsy sheet of A4, missing many of the details that had been discussed.
The company my in-laws eventually settled on delivered a first-class service from the initial conversations through to the finished kitchen in all its granite glory.
Now, what’s so bad about this true tale is that I know that the two dilatory businesses advertise on a regular basis. They pay to bring people like my lovely in-laws through their doors and when they get them, they deliver a service so poor and lacklustre that they don’t convert.
Sadly these two businesses are not unlike some of the small businesses I encounter on my travels. They lament that business is tough, that getting customers is a challenge and that ‘there’s no money out there’ when this is not always the case. If you’re feeling the pinch, don’t simply point your finger at the external environment, blaming trading conditions on your shortfall. Look within.