Evaluating Your Community Association Management: Why Tolerate Poor Service?
Why Not Fire Your Unresponsive Community Association Management?
The Double Standard Between Products and Services
In the world of buying and selling, when customers are dissatisfied with a product, they almost always return it and request a refund. There is little tolerance for subpar merchandise. However, when it comes to services, the situation changes dramatically. Many consumers hesitate to complain or engage in difficult conversations with service providers. As a result, they continue to pay for inadequate service, even though they are not getting their money’s worth.
This inconsistency is puzzling. If customers are willing to demand satisfaction with tangible products, why do they tolerate poor service? The answer may lie in the intangible nature of services. Unlike physical products, services are harder to quantify and return, making it more challenging for customers to seek redress.
Understanding the Reluctance to Complain
Both products and services require payment before delivery, and both typically come with some form of return or cancellation policy. Despite this similarity, consumers tend to view the two very differently. Companies and vendors often exploit this mindset, knowing that even if their service is lacking, customers may continue to do business with them. Customers may be aware that better options exist, but the effort required to find and transition to a new provider often deters them. Convenience, fear, and inertia frequently lead consumers to stick with their existing vendors, even when the service is poor.
The Misconception About Company Size
Just as in dating, where the saying goes “there are plenty of fish in the sea,” there are many businesses willing to work harder for less and still deliver exceptional service. Yet, consumers often profile companies based on size, number of employees, or years in business. Larger, older companies sometimes lose sight of the customer centric values that built their reputation, relying instead on recurring business and neglecting responsiveness and attention to customer needs.
On the other hand, younger or smaller companies often bring more passion and drive, striving to go above and beyond to earn and retain clients. In many cases, smaller companies provide superior customer care compared to larger firms. Large companies may subcontract their services to smaller businesses, leaving customers unaware that their service is actually being provided by someone else. This can result in consumers paying more, mistakenly believing that a big company guarantees excellent service.
As large companies accumulate more customers than they can manage, service quality suffers. Their focus shifts to maximizing profits, while smaller companies prioritize building strong relationships and delivering excellent service. The latter are better able to handle their client base and ensure top-notch support.
Choosing Business Partners Wisely
For consumers, the goal should be to find reliable, accountable businesses that prioritize their needs. Rather than settling for companies that see customers merely as a source of income, it is important to seek out providers who genuinely care and deliver value for the fees charged. Ending poor service starts with consumers refusing to support companies that consistently under perform. Ultimately, the size of the company is less important than its reputation for delivering quality service and truly meeting customer needs.