The Eagle Blog

Bad Delivery AND Bad Customer Service … Wow!

I recently had the displeasure of dealing with a marble (and marble) company in Toronto who not only have very poor quality workmanship, they back it up with even worse customer service!   It is rare to find a company that remains in business and can be so bad at everything … maybe I just got unlucky!  I particularly liked their website messages … “our dedication to our customer’s needs and the focus on producing quality products in a timely manner has propelled us. blah blah blah”  ANDStone counters made by <name withheld because I’m a business owner too> are guaranteed to be of the finest workmanship and quality available anywhere.”   I would beg to differ!!  You say that crater in my counter top was just normal … I think NOT!

In my experience it is more normal that a company is good at one or the other … (a) they have a great product or service, but are lacking in the customer service; or (b) they are very good at customer service but not so great on the product/service side.

I wrote a blog entry some time ago about how Superior Execution can actually be a great Strategy!

I have also read on many occasions how great customer service can be a great differentiator from your competition.  We all know high profile examples of how that has worked … consider the customer experience walking into an Apple store versus the alternatives.  Many years ago Lexus distinguished itself from competition with a superior customer experience on the service side … and people bought because of that.

Great companies have great execution AND great customer service (Apple might be a good example?).

As a consumer I would suggest that I will buy great products that have poor customer service … but I will not buy inferior products that have great customer service!

If you have to spend your investment dollars on one or the other, then get your product/service right first!  Then QUICKLY work on your customer service.

In the meantime if you need new counter tops in Toronto I can tell you where NOT to go!


Kevin Dee is CEO of Eagle (a Professional Staffing Company)

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4 thoughts on “Bad Delivery AND Bad Customer Service … Wow!

  1. Well Kevin sometimes an initial intention of a founder or CEO is to provide the best service and product on the market, keep customers happy, gain reputation and success. But in time when they loose their focus on strategy or employees are not trained to share company values things like that can easily happen. I can say that your company service needs more attention from the above as well.
    All the best.

  2. Maxsym thanks for taking time to comment. Perhaps your experience with us has been poor and I apologise for that. I will have someone follow up with you to address any concerns. I of course did follow up with my supplier and give them several chances to do something about the situation before I posted to the internet.

  3. Thanks a lot for your attention to it, appreciate it. The experience hasn’t been poor and I didn’t want this comment to look bad. The process was a bit slow and I wish I had it in more timely manner. Some minor changes took days to get corrected.
    Thanks to you I was contacted right after I wrote the comment, all issues have been resolved. Your personal attention makes me feel important customer of yours. Thanks.

  4. Thanks for giving us an opportunity to fix things and frankly, that is how we learn to be a better company! We appreciate the feedback.

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