It’s hard to believe – with the economy being what it is -that so many vendors are still not pampering and following through and catering to us designers who are providing them with business. “Oh, the truck broke down, the glass broke, the workman didn’t show up today”, or the ‘I’m not going to answer your phone call or return it’ and the sort of excuses I have heard for years which say to me “I don’t give a shit about you” just makes me so angry.
Naturally I’m not saying every supplier, but I will tell you this, the ones that are doing this to me will not work with my firm anymore. It’s hard enough trying to find clients and trying to keep the relationships with the clients smooth. Who needs a supplier throwing a spanner in the works?
Are you all having similar problems? Please commiserate with me if you do!
#1 by qerat on April 28, 2010 - 3:04 pm
Vicente, who does not have these problems. Even though we manufature all of our furniture for our projects we still need other suppliers to complete the whole process. There is always a broken truck and there is always glass that broke IN the truck and the never there worker that seems to always either have a mother in the hospital or a wife giving birth. Trying to provide the best service possible to clients means trying to shield them from all this misery, so who ends up with the bad image? The designer that is facing all the trouble and trying to resolve all these meaningless problems. You are right, times are not great all over the world and a worker/supplier that does not want to commit to providing his best should be out.
#2 by mandy on April 28, 2010 - 3:11 pm
I ordered a mid century modern lounge chair from a very well known company and they gave me a lead time of 11 weeks. I was still waiting for it 16 weeks later and complained to the rep. Apparently there was a problem with the coating that was being applied and my chair got sent back in the production line. I was so annoyed. I know that things happen but no one was keeping me in the loop. I had to continue to chase down information. I didn’t even really get an apology. I’m just glad that it was for me personally and not for a client.
#3 by todd haley on April 28, 2010 - 4:08 pm
vicente:
i expected suppliers to ramp up their level of customer service for any new business that comes their way – it seems that if most just want “to close the deal” and get the dep check and then the games begin – i tell them that i expect the same level of customer service that i provide my clients with – however, there are some that still provide stellar service on the bright side
#4 by Terri on April 28, 2010 - 4:58 pm
It is so maddening!
On a recent project that I did, the workroom that did the window treatments did not align the pattern from one panel to another. It was a single width cut down the middle into 2 panels for a small window over a kitchen sink… how can you mess that up? The roman shade for another window in the space, from the same fabric, had the pattern running downhill by about 2-3″ from one side to the other… how they ever thought that would fly is beyond me!
Subsequently, I had to repurchase the fabric at my cost, and suspended any charges associated with the window treatments to the client.
So not only did I loose money out of pocket, but I had to put in an addition 15+ hours of time to make it right.
Even though the workroom redid it all, they tried to marginalize the problem and blame it on the fabric… which was totally bogus. This attitude doesn’t make sense to me.
#5 by Gary Nelling on April 28, 2010 - 5:05 pm
Vicente – I’ve had the same problem with a few contractors, subs and suppliers especially in residential projects where they were not trained at sophisticated firms that stressed client relations. Some have the mistaken impression that they are indispensable, and can disregard schedules and feelings. The reliable ones are worth their weight in gold. Most clients will understand that the complex process of a building or interior project has the opportunity for an occasional glitch provided there is thoughtful communication and an effort to correct problems. I describe the necessity of a team effort with the analogy of a three-legged stool. The client – architect-designer – contractor-suppliers each have to do their part in a timely, thoughtful manner or the stool falls over. – Gary
#6 by Dawn on April 28, 2010 - 5:34 pm
I’m just a homeowner and find it frustrating! We built our home about a year ago but intentionally left a few projects unfinished in order to live in the house for a bit before making those final decisions. We’ve finally decided how we want to trim out one fireplace. Finding a tile setter has been maddening. One guy took the time to come out and look at the project, called a few weeks later to say he hadn’t forgotten me and would get back soon. Never did. We’re doing the tile project ourselves to avoid the frustration of finding a “professional”. We’ve built two homes in the past few years and it has been an exercise in frustration dealing w/the trades; I can’t imagine the frustration you, as professionals, must feel. As you said, in these difficult economic times you’d think they would be especially accommodating and appreciative of the work.
Love your blog, Vicente, and appreciate every post!
Dawn
#7 by melissa on April 28, 2010 - 8:10 pm
WELL,
HAS ANY ONE EVER TRIED TO GET ANYTHING DONE IN NEW MEXICO???
THEY JUST DO NOT CARE HERE.. NOTHING IS DRIVEN BY MONEY HERE… SO, IT TOOK ME 3 MONTHS TO EVEN HAVE SOMEONE SHOW UP TO GET MY SATELLIGHT DISH FOR MY COMPUTER TO WORK… NOT EVEN A PHONE CALL WHEN SOMEONE DOES NOT SHOW UP THEY DON’T EVEN TRY TO MAKE UP A LIE TO GET OUT OF NOT SHOWING UP..
SO, I’VE LEARNED TO CHANGE WHAT I EXPECT, THAT’S THE ONLY WAY THAT ONE CAN EVEN EXIST LIVING HERE…
XXO
MELISSA
REMEMBER WE ASSUME THAT MOST ARE MOTIVATED BY MONEY BUT THAT IS OFTEN NOT THE CASE…
#8 by Laurel on April 28, 2010 - 9:11 pm
Vicente,
I am so surprised to hear that any vendor or supplier wouldn’t absolutely jump through fire hoops for you! After all, you are super-star famous in this business and often published (which means that their work might ALSO published!) Its quite disheartening to hear that you’re in the same boat with the rest of us–slobs. (speaking for myself, of course)
But, sad to say, this lack of service, integrity, etc. is pervasive just about everywhere one goes. I think there are a lot of people who just don’t give a shit about anything at all.
And it certainly can create a lot of stress for those of us caught in the middle and responsible for the outcome. I’m with you however– I simply can’t afford to work with people who won’t do what they say they will– unless of course, there are some good and truthful reasons. Poor workmanship is inexcusable. Either do it right,(and with a smile). Make good on mistakes, (We have to!) or find some other line of work.
#9 by Things That Inspire on April 29, 2010 - 11:08 am
Am I allowed to sing the praises of a particular company? I ordered a light fixture from Niermann Weeks (through our local showroom) earlier this year; I was told to expect 10-12 weeks. 5 weeks later, I was notified that the item was ready to be shipped. My client and I are very, very happy!
#10 by Daniel Hale on April 29, 2010 - 8:36 pm
Seems like this is turning into “take a free shot at vendors” day on the VW blog. I believe that relationships (good ones) where both sides of the relationship are valued are less likely to run into issues as shown above. I have seen these issues from both ends of this business and I would not say it is as cut and dried as many of the comments would like it to appear. I am sure that there are problem vendors and problem designers and yes problem clients. To get things to work best, set up the relationship in a way that it is clear that each side values what the other is bringing to the table, tough economy aside, and go from there.
#11 by Christine Schwalm on April 30, 2010 - 3:23 pm
I had an issue a few weeks ago with a delivery service I was using to have furniture delivered for a staging project. They showed up over an hour late and I had to keep calling them to get status updates. In a tough market like this, suppliers and service people need to appreciate that customer service is the new luxury. We have to give it to our clients and we should get it in return. There’s too much competition out there not to. I feel like anyone who works in the service industry should read the book that describes Nordstrom’s famously fantastic customer service. It’s a good lesson about how to create a loyal customer base.
#12 by Nancy on May 1, 2010 - 5:46 am
Maybe it’s always been this way to a certain extent. But in recent years, I feel that customer service is NOT how I remember it to be – as when I first started my business. Whenever a vendor doesn’t follow through with me, as contracted; I, ultimately, am the one losing credibility with my client. I can’t afford to have someone else jeopardize my income. There are, of course, those times where things just can’t be avoided. But, whenever it’s obvious that excuses are being made, I start looking for new sources.
#13 by Dane Caldwell on May 17, 2010 - 11:13 pm
I wrote a blog about the pricing I was getting from a vendor. I could not get through to the sales rep that if my client can negotiate the same or better price than he gives me (kitchen bath retailer) then how can I gain the trust of my clients?
He was rude and was quoting me prices that where higher than other vendors (I discovered). Needless to say I won’t be using this vendor again!
Why do we have to purchase our kitchen bath fixtures through retailers? Well, hopefully you can go directly to the Manufacturer by now Vincente!
my vendor whining (blog post): http://dane-caldwell.blogspot.com/2010/02/business-of-design-not-all-finishing.html
Dane