I have a question…
“Why do people PAY for bad service”?
More so, why do people CHOOSE bad service??

Let me give you an example and maybe the answer will just pop into your mind – personally I’m struggling with the concept!

Just the other day, we received a call from one of our longer term clients who had passed our details on to one of their clients.
This is usually a great way to gain business because we are already 2/3 of the way down the line when it comes to trusting us . A personal recommendation oils the wheels as it were…

So, this new potential client tells me of several MAJOR issues with their IT systems and that he’d like someone to come over and have a look as their current IT guy had told them that:

“[He] no longer wanted to look after their It system because it wasn’t worth his while” and ”That their systems weren’t up to scratch and that he decided that they were below his ‘requirements’”
The client continued saying that this guy was a one-man-band and prone to “blow hot and cold on a whim”

Interesting attitude for a ‘supplier’ you may think? Time to tell this IT idiot where to get off??

So we offer to go over, as requested, get a date in the diary and await the day…
The following day the new potential client calls us to cancel the appointment because he’s decided that their current IT guy will fix it after all.

Once I’d picked myself off the floor (a subtle combination of gravity and shock having dislodged me from my comfy seat) and thought about it for a while I was a little confused and not a little shocked that someone would even let this guy back on site, given his comments.

This is no way to run a business ~ especially one that relies on the IT systems within it (as this guys does).

I’m just waiting for the call that this guy is charging an extortionate amount for something trivial, can we come out immediately, and walking in to a huge bag of spanners…

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