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ResourcesYou can learn a lot about a service company if you learn about its culture.Many years ago we purchased a software package designed for the support department of software companies. Our initial experiences with their support department were disappointing. Their response time to our calls was inadequate. When we finally reached a support specialist, we quickly realized that they did not have the knowledge to respond to our questions. We would have to escalate our problem through their organization until we found someone who was educated enough to answer our questions, a time consuming and laborious process to say the least.Since we are a technology company, we were able to work out some of the issues on our own. Eventually, we were able to bring stability to their product and make it a reliable and useful tool for our staff despite their lack of service. If we did not have our own resources to handle the problems, we would have experienced great difficulties. As we observed the company over time, we learned that even though they stayed somewhat innovative with their products, poor service was simply part of their culture. If we continued using their software, it was something we would have to accept. It is much easier to influence an individual's behavior then it is to change a culture. As this particular company releases new products, we are sober in managing our expectations regarding their future as a service organization. We no longer look to see improvements in the area of support. Unless there is a fundamental shift in the leadership and culture of their organization, what we have experienced in the past will be what we can expect in the future. Good service is not a high value or a fundamental part of the company vision. What is the relevance of our service experience with your staffing business? It is simply this: If you are evaluating key business partners that are going to be strategic to the operation of your staffing business, find out about their culture before you lock into a long-term relationship. A company's culture is the best indicator of future behavior. |
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