Today I was severely tested. I'm on the last stretch of finishing the home I'm building when a supplier, APO Floors, showed me just how bad and unprofessional business practice can be. I contacted APO Floors in September and agreed on the price for my living and dining flooring. I faxed back the contract with the agreed upon price. A month or so ago, we got in touch again to say we're about to install. Then installation time comes and the APO Floors agent suddenly says I didn't give a downpayment, so they couldn't do it in time for my move. I clearly remember offering the APO Floors agent a downpayment when we set the price and he said COD would do. I checked the contract and, true enough, it said COD. Next the APO Floors agent starts flaking about the agreed upon price, apparently because he lost the second page of the contract (ang tagal na kasi maam e, nawala ko iyong papel), which he kept repeating, as if that justified his utter lack of professionalism. To make things worse, the wood I ordered was now no longer available so I have to make do with a smaller cut of wood. (I'm moving next Monday, by the way, and I still have no living and dining room floors). Then Agent APO Floors wasn't sure if he could deliver soon or if he could install. I gave him an earful and went hunting for his Boss APO Floors who, at first, sounded quite concerned. He said he would hurry back to the office and call me back in thirty minutes. I haven't heard from him since and he hasn't replied to my texts or picked up my calls. The incompetent Agent APO Floors, meanwhile, miraculously found a way to deliver and install tomorrow but whoa...the price has changed yet again. The price of the wood is cheaper, presumably because the cut is smaller, but he wants me to pay the same lot price. HUH? This boring story happens too often in this country. I was so excited to use APO Floors engineered hardwood floors because I felt it was a good product and a local one at that, but the people I've had to deal with there are totally lacking in professionalism and integrity. Because I have to move next week, my architect tried to save the day and spoke to Agent APO Floors, who told her that I was difficult to deal with. Mind you, I did everything a customer had to do. Why is the burden always on the customer in this country??? APO Floors, what's going on? The most successful companies are those who know that the customer is their biggest asset! That's common sense. But here, it seems to be the opposite. For change to happen in this country, people have to really live and breathe integrity everywhere!! We're not just talking about changes in government and systems. We need to change as individuals for the change to happen in the workplace, in government and in all sectors of society. Inefficiency, sloth, lack of respect, unprofessionalism, going back on one's word and on an agreement, calling a client names, sheer laziness, making excuses, being untruthful--these are the very things we have to eliminate from the horizon. Everywhere. Serving with integrity, honoring your contracts and agreements, making every effort to meet deadlines and simply doing your best wherever you are--these will bring us forward. Company owners must realize that integrity is at the heart of customer service and anyone who cannot live it cannot serve the company or its customers properly. Integrity everywhere!! I'm not sure if my flooring will be from APO Floors anymore, though I don't have the luxury of time to change, but I've left it up to my architect to sort out because I cannot personally work with people who don't even know how to listen, much less honor their word. Abangan...
2 comments:
What Philippine businesses realize is that, more important than the product , it's the service that makes customers rave and return.
There is simply no excuse for bad service -- none whatever!
And with blogging and the internet the Dissatisfied Customer Equation has changed, I always say. Whereas before, one unhappy customer would complain to 20 persons (who may or may not spread the news, but will certainly forget about it soon enough), the internet reaches millions and the complaint will be left 'for the record' for all time!
Now we know APO Floors' service sucks! Thanks for the warning, Panjee.
Hey Lisa,
I agree and it really is so frustrating because we need to buy Filipino and support local industries. The sad thing is, the minute you show your fangs, they suddenly move. Suddenly, a truck materializes when before there was none and a date and people to install when before it was impossible. Why do we have to be unpleasant and angry before they begin to behave as they should? Why does it have to reach the point where we have to call the boss of the boss of the boss? The agent was really something else. I just didn't go through the entire exchange on the blog but, wow. He must be the Anti-Service :)!
Yes, blogging and the internet are changing the equation for sure. Now we all know. Information is gold. The horror stories don't have to happen over and over again.
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