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Thread: I think of business with my lab as a *relationship*...

  1. #1
    Master OptiBoarder OptiBoard Silver Supporter Barry Santini's Avatar
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    Wink I think of business with my lab as a *relationship*...

    ...do you?

    (CAUTION: adult content to follow)

    When I beginning a *dating* relationship with a new lab, I wonder about the lab equivalent of a STD...

    Do you?

    Barry

    PS = LAB STDs = how they *triage* jobs that have gone badly (repeatedly:angry: ), and how they process credits...:)

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    What's up? drk's Avatar
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    Get your mind out of the gutter, Santini.


    Seriously, I also am trying to conceptualize my B2B interactions as "relationships".

    Here's a slight expansion of this:

    1.) When we're businessowners, we're the customers of the wholesale labs, frame vendors, CL manufacturers, et al.

    2.) Their only job is to kiss our butts, give us great service with great quality at a great price.

    3.) We must assume that they are ready to rip us off, and we should not trust them. Caveat emptor. We need reassurance if we ask questions that may make them slightly defensive. We deserve it, as customers.

    4.) Eventually, the company will prove itself (one way or the other). IF they earn our trust, then we will move beyond customers and have a high-trust, mutually beneficial, and long-term relationship. High trust will equal long-term, because it's rare and valuable. "Partnership" becomes more "win-win", and replaces the low-trust original relationship.


    Here's the catch!
    We have to allow OUR "customers" the same privileges!!!!!! OUCH.

    Remember, we have to treat new patients differently than long-term patients. That's often lost in the haze of war.
    Last edited by drk; 04-26-2007 at 01:12 PM.

  3. #3
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    It's neat that you brought this up--just today I had a visit from a local lab and they made me a nice offer to switch labs--10% less than what I'm paying now plus an extra bonus. Yet, my current lab and especially our account rep has been so great on the service end (and turning out good work), I think loyalty has to come before saving a few bucks.
    Am I being stupid? Should I just switch labs every time a better price comes along?

  4. #4
    Master OptiBoarder OptiBoard Silver Supporter Barry Santini's Avatar
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    Quote Originally Posted by Mr_Mitchell View Post
    Should I just switch labs every time a better price comes along?
    No...and that's exactly my point! For me, *how* a lab *addresses* known, repeating problems is my measure of their *service*. Anyone can make mistakes, (and I make a ton...believe me!).

    And how much "hassle" I get when seeking *legitimate* credits is another. Labs are often great when money is comin' in...but somewhat less great when money has to go out!

    Barry

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