Sub-Contracting Challenges!

There are challenges associated with using a sub-contractor to deliver all or part of your services to the end customer. In the eye of the customer, the contractor individual or company represents you just as if you were doing the work yourself. This week I am struggling to have a projector repaired that belongs in our media room. I purchased the projector a little more than a year ago from Circuit City and I also purchased the extended warranty.

Over two weeks ago, the bulb went out on the projector. I immediately called the service line and they politely placed the order for the new bulb, letting me know it would arrive in 10 business days or less. After 8-9 days, I checked on the order only to find they were still trying to locate a bulb. (I could order a new one on their website and have it delivered the next day.)

After the 10th business day, there was still no bulb. I called and spent almost half an hour on the phone and web-chat session trying to get an estimated time for the delivery. That is when it happened. The Circuit City warranty person let me know that they had ordered the part from a third party parts distributor, Tiger Direct. He then said, "I don't know why they have not found the part. It is in their hands now and I can't do anything about it." He passed the buck to their vendor.

The problem is: I DID NOT BUY MY PROJECTOR AND WARRANTY FROM TIGER DIRECT!

The customer never wants to hear you blame your internal partner for a service delivery problem. As far as the customer is concerned, there is only one company involved: The organization from whom they purchased the product or service.

The same is true if you are a hotel or restaurant and hire an outside firm to handle your valet parking. Your guest does not make a distinction between the valet company and your hotel or restaurant. They are one and the same.

So, be careful when you choose a partner who will be responsible for delivering a service or interacting with YOUR customers. YOUR reputation is on the line!