Your Contractors and Suppliers are Your Business as far as Your Customer in Concerned
For me, when I eat at a restaurant, the waitress or waiter is the restaurant. The fella that takes care of all of my lawn care needs is the lawn care company. And the garden center where I buy my trees and shrubs is the grower of the trees and shrubs that I bought. If something goes poorly with my meal because of the service, the restaurant could fall off my approved list. If my grass gets burned out because the technician set the equipment incorrectly, I may be looking for a new lawn care company. If the trees and shrubs die because they were of poor quality or diseased, I’m likely buying my shrubbery elsewhere.
So here’s my point… The quality and delivery of the materials you provide to your customer must meet the expectations of that customer. The quality and timeliness of the work done by the subcontractors you hire must meet the customer’s expectations. The people who are employees of your company and who are making direct contact with your customers must meet the expectations of the customer.
As an aside, please note my use of the phrase “meet the customer’s expectations” instead of “exceed the customer’s expectations”. Of course I want my customers to be thrilled. Through speaking with our customers about their experiences with suppliers and contractors, I have found that they tend to set their expectations high in comparison to what they will accept. So, meeting those expectations means I am not pricing my product or service higher than what my customer is willing to pay, and my customer is thrilled because their expectation was met. Okay, back to my point.