We looked for a company to install foam insulation in our house for years. Finally, we decided upon a company.
They did a great job. The insulation company’s employees were timely. They cleaned up any mess that they made. They even noted an issue with our siding.
Everything seemed to be great. My wife and I were thrilled with the difference the new insulation made.
We were so happy, we referred the company to friends and friends of friends.
Now, we regret this decision.
Your Name Is On The Line
While everything went well with our foam insulation installation, minus a minor issue, one of our referrals is having quite a time with the foam insulation company. They have had personal property broken and damage to their home. Multiple phone calls, missed appointments, and more and still the issue is not resolved.
What happens here?
The insulation company looks bad. That’s strike one.
More than that, we look bad. I reached out to friends to let them know about our experience and put my name behind the recommendation. My name was on the line.
It still is.
I’ve taken it upon myself to reach out to the company to see if we can get any kind of resolution. I know that I made the recommendation, but it is my responsibility to bring closure to these customers.
In the past, I’ve cautioned leaders against partnering with companies because when you partner with someone, your name becomes associated with them. Their business ethics are now a reflection of your business ethics regardless of whether or not you do business the same way.
Make sure you’ve thoroughly vetted who you’re doing business with. Check out the organization’s reviews. Listen to references. Make sure you’re not partnering with a crooked or unethical company.
What You Can Do When Things Go Bad
I’ve reached out to the person I referred multiple times since the incident. I’ve stayed in touch and gotten progress reports from him.
When things go bad, you have to take responsibility. I would recommend you do the following:
The first and most important thing you need to do when something goes wrong is to apologize. Say you’re sorry. Tell the parties affected you didn’t expect this outcome.
Make sure the people around you know you’re sorry. It may not have been your fault but you played a part.
Next, you need to seek out answers. Reach out to your partners. Find out what went wrong. Ask them what has been done to rectify the situation.
You have a little leverage as a partner in these situations. You can reach out, let the offending party know there’s an issue, and help work with both parties to reach an amicable resolution.
You may apologize and you may even seek answers but if a resolution isn’t reached, your name is still on the line.
Confirm there’s been a resolution reached. If there hasn’t been, figure out a way to make a resolution viable.
Your name is worth more than your money, time, and energy. Make sure you’re working to keep your name clean when things go wrong.
You’ll have to work to regain the trust but it can be done. Remember, your name and reputation are on the line when you do business and partner with others. Make the right choice.