In the services business we have to match the service that we provide with the return on that investment … we cannot afford to provide a level of service that costs us more than we get paid. Seems like common sense, but it is actually a pretty difficult lesson to learn … for suppliers, and for clients!
Sometimes in business, (maybe more often than sometimes), there is a disconnect between what the client expects and what the company thinks they are delivering. If a client chooses the low cost supplier, to deliver a project or a service … then they need to expect the quality and customer service attributable to a low cost provider (acceptable, but not great). The reality is that all clients want GREAT service … but not many clients are willing to pay top dollar.
Therein lies that quagmire of expectations versus reality!
If you don’t pay much … then don’t expect much!
If you buy a Honda Accord, its a very good car, but it is not a BMW 335!
If you buy a small apartment in an average Toronto high-rise … don’t expect Trump Towers!
If you buy a cheap laptop … don’t be surprised when it doesn’t operate like a high end machine!
If you beat your staffing supplier’s margins down to peanuts … then don’t be surprised if you get monkey-like service!
Obviously all of this is relative (that is another blog post) … you can get good value for your money, and if your expectations match the product or service that you get then you can be a very happy customer.
At the end of the day … you generally get what you pay for!
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
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