You Can’t Foul Up Delivery and Sustain Margins

I just moved into a new house with two wood burning fireplaces and I decided to purchase gas logs for them. The salesperson I bought them from was confused and made a few fundamental mistakes – one of which I didn’t discover until delivery-time rolled around…it turns out that he order the wrong set.

Because of his error, the installation was delayed by 7 days – or so I thought. I literally just got a call from the installer who told me that the correct piece was on back order for another 7 days. The original installation date was, therefore, pushed back by several weeks. In fact, as I write this I still don’t have one of the log sets installed!

I don’t care what I paid – it was too much. You’ve got to get it right…the first time. Your customer has certain expectations and it’s your job to meet – or exceed – them. The #1 way to maintain a premium price is to provide customers with on-time delivery. Our research clearly backs that up. What do you think?

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