Recently I have been speaking to some partners in the referrals generation organization I lead and have come to realise that people are too nice. So nice that their business is suffering!
I think this needs some clarification:
A particular client explained to me that he referred business to his colleague (service provider) in his BNI Chapter to get a job done for his customers.
It was bad enough that the quotation from his colleague took more than a week to come out, but once the deal was confirmed, this service provider couldn't deliver the job.
Why couldn't he deliver the job?
Answer, and this was the literral answer: 'My boys are very busy, we have no time for this job'.
While my client was explaining this to me in despair, I felt like going over to the service provider and shooting him for such an inappropriate answer. Almost crossing the line of being rude, and being so ungrateful. I wouldn't have hesitated to use the four-lettered word!
After shooting the service provider, if indeed I had done this but didn't as I do not own a gun, I would then go over to the client who had referred to him to knock his brains out.
Why?
There are 2 sides to any coin, and 2 sides to consider here:
Firstly: when your colleague in a BNI Chapter or from any other networking organisation refers business to you, is this how a referral will be treated?
Not only you embarass the person who referred you as his credibility with his customers is jeopardised but you will also spoil the goodwill and trust. Can't you now see what a jack-ass you have been?
If this service provider was unable to fulfil this job as 'his boys' were occupied in another job, then why was this not clearly explained before taking on the job?
Dishonest? Not professional? Or a plain idiot? All of them!
Secondly, the person who gave the referral must be proactive and refer responsibly.
I asked this person, why didn't he seek clarification as to why his job referred was not carried out by the service provider on time. If a certain service provider cannot fulfill a job, then go get it sorted elsewhere. I questioned his business judgement in letting his service level to his customers take a hit.
We must practise 'Open and Honest Communication' among our colleagues. Be provocative even, as long as the job is done to a desirable standard of service.
If unable to fulfill a referral, be honest and say so!
If a partner is unable to fulfill your referral given to him, be honest about the situation and solve it, in the interest of your customer.
For me: I wouldn't have let this happen. I had referred a colleague to get a job done for my customer, I would follow-up closely and hold my colleague responsible every step of the way. I will provoke, if I feel that he or she is slipping up! No excuses.
And yes, to this service provider: Go f-off!
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment