Two things have happened to me recently which got me thinking about how using third-party suppliers or partners can damage your reputation without you knowing.
I had my boiler replaced by British Gas. They did a great job, but the engineer told me that another company would be around to collect the broken boiler and spare parts left outside our house. A week later, all the junk was still there.
Then, because of the broken boiler, my hall carpet was damaged. Direct line sorted out a partner company to come out and measure and quote for the replacement. They came out, but almost two weeks later, they haven’t gotten back to me. I have no idea if they have forgotten about me or if my carpet is on order.
No big deals, of course, but stuff like this takes the shine away from what was a pleasant experience.
If you use other companies or supplies, I strongly suggest you mystery shop them to ensure they are delivering a good service. You must also have expectations in writing for them to live up to.
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