Worked scenario
The delivery went well and the installation did not
A retailer that subcontracts installation still owns the customer's experience of it, without owning the process.
3 min read
An appliance is sold and delivered. Installation is arranged with a technician who is not the shop's employee, on a day agreed by phone.
The shop carries the reputation
A late or poor installation is remembered as the shop's failure. That is not unfair — the shop sold the promise — but it is managed as though it were someone else's responsibility.
Completion is the missing record
Without confirmation that installation happened and was satisfactory, the shop only learns about failures from complaints, which is a biased and delayed sample of what is actually going on.
What changes
- Installation scheduled and tracked as part of the sale
- Technician assignment and completion recorded
- Customer confirmation captured after installation
- Recurring problems attributable to a technician or a product
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