There Are No Shortcuts to Quality and Service. Just Ask My Dog.
September 28, 2011
Say hi to Charlie. Charlie is a Mini-Goldendoodle and one of my best friends in the whole world. So besides the shameless attempt to show you a picture of my dog, I wanted to tell you a story about why service and quality continue to remain a driving force behind people’s buying decisions.
Last month, my wife took Charlie to a well-know groomer here on the North Shore of Chicago. He needed a haircut but she explained that she only wanted them to trim him. The last time the groomed him they gave him a doggie crew cut (it wasn’t pretty). And for the price of $60 they gladly assured her that Charlie was in good hands.
You can imagine her surprise when she picked him up later in the day and he looked like a shaved lab rat with scurvy (sorry, in an effort to maintain Charlie’s dignity, I refuse to post pictures).
The owner was there so she asked why they would have ignored her instructions. His reply was “Relax. It’s just hair. It will grow back.”
I promise I’m getting to the point.
Well, he was right. It was just hair and it would grow back, but that really isn’t the point. This seemed like a ridiculous response and one that was not made with quality and customer service in mind, so I decided to call him myself. If we were just looking for the cheapest, low quality product, we certainly wouldn’t have brought him to this particular groomer. And while I didn’t expect a refund, a simple apology would have been nice. I left a friendly voicemail explaining the nature of my call and all I heard was crickets. He never called me back.
This experience made me think about how this correlates to the background screening industry. To me, the same principal applies. Anyone can do a “background check”. The question is whether the end result can make a difference. Is it a quality background check that actually protects your organization and is it a service organization that can help you make sense of it all. If you want a good product, there are No Shortcuts. (Great pun, no?)
I know that when people stop caring about quality and service that it’s time to get out of this business. I know that any service-based business better pay attention to these things or someone else will. Case in point, our neighbor took their dog to the same place for boarding and when they picked him up, the dog needed forty stitches to close a gash in it’s leg. The same people never realized there was anything wrong with the dog.