Being a Pro Means Proactively Communicating

A lesson in the importance of customer communication when delays occur.

A recent experience with a large purchase reminded me how important contact with customers is for maintaining a positive experience. The short version is that we ordered new doors in May and it took until December to get them installed. That delay is not the issue. The issue is the company failed to pro-actively keep us informed about the status of the order. In all that time, the company initiated only one message to us about the doors. Every other communication was initiated by me. This lack of communication made us worried that we had lost our deposit and has us doubting that we will work with this company again.

A tale of 3 doors

My husband and I finally decided to get a new front door after living in our house for 20+ years. The original door always had gaps where air came through and had hardware that we had replaced twice in an effort to make the door easier to open when it was unlocked. We also wanted a new door for aesthetic reasons to improve the curb appeal of the house in the eventuality that we will become empty nesters and downsize.

In May, we contacted a company that had done work for us previously. We had a great experience with them and didn’t even feel the need to get multiple estimates. We just contacted them and went through the catalog of options and made our selections. We decided to replace the sliding glass doors in our kitchen and basement at the same time. Both of those were in bad shape after more than 20 years.

On May 11, 2021, the contract was signed and finalized and we made a 1/3 down payment of several thousand dollars. The opt-out date of May 16 passed, so we figured the order was placed and we would be hearing something from the company in about one month. After a couple of weeks, a person from the company came and took the measurements. He expressed concern that there would be problems installing the basement slider. We did not get a follow up from the company about this possible issue.

On June 14, 2021, I reached out to the salesman and asked if the basement slider had been ordered and checked if we should cancel due to the installation concerns. He responded with the doors were already ordered, so we could not cancel.

On July 21, 2021, I reached to the salesman to get an update on the doors. I got a response that he needed to check with someone else about their status. He forwarded me a note that we were waiting for glass for the front door and screens for the sliders and said that the would probably be in late August or early September. I reminded him about the measurement guy’s concern about the basement slider, just to make sure that was “on the record.”

With the possibility of the supplies coming in August, I waited until August 23 and then wrote again: “Any news on the sliders? I am excited to get the front door done.” This time I copied the person who had supplied the information about the materials arriving in August or September. I got a response, “nancy there are some parts on your door and two other doors I have that are still on backorder and I cannot get a good date from them but they only say when the parts arrive……I hope it is soon we both want to get the job in and completed….sorry for the delay….but it is coming from the manufacturer and I cant speed it up…..”

At this point, I am becoming aggravated. The lack of pro-active contact is bugging me. My husband was sure that the company had taken our money and gone out of business. He was so concerned that I checked that their website was functioning and that the company was still listed on Angie’s List. After reassuring my husband that the company was still in business, we wait again.

On October 5, I reach out again. Again, the response is that the front door manufacturer is the delay. However, this time, he says that the patio doors are in and could be installed on the 19th. Hurray! I agree immediately to the install date for the patio doors. Alas, the installation person calls to say he is sick and can’t do it.

Finally, on October 26, we get a message saying that the parts are due to arrive at the manufacturer on November 9 with a request to delay installation of the patio doors until the front door is ready. I agree to wait and have all 3 doors installed at the same time. I request that the work be done before Thanksgiving if possible and I provide some blackout dates when I cannot have the work done.

On November 22, I send a note asking for an update. At this point, I have been asked to complete a service quality survey. I mention this in my message. That day, I get a call to schedule installation of all 3 doors. I agree to the date proposed: December 2 and 3.

The work is finally done and the doors look great. Surprisingly, the basement door was not the difficult one to install; the kitchen one was.

There is still one problem: The screen for the front storm door was not supplied. It is specified on the contract. I have reached out to the company to get that delivered. Hopefully, it won’t require more than 6 months and 5 rounds of prodding messages from me.

Despite the work being done finally, I am feeling annoyed. My irritation could have been allayed by having the company reach out at the beginning of each month and give me a status update. I understand that there are issues beyond a company’s control, but keeping customers informed is not one of them.

Delays are inevitable. But most people will accept a delay with grace as long as they feel informed about the situation. Customers are reassured by even simple notes or calls that just say

“We are still waiting for ___ [fill in the blank].”

As someone who owns my own business, this is a lesson that I take to heart. I am pro-active about contacting customers if there is a delay in completing a project. I have yet to experience anyone who does not respond with understanding.