Blog COACHS

In today's ever changing business world. Businesses need to adapt, improvise and educate or they will be left in the dust. Is customer service a necessity for stability or can it be drowned out by low prices that undercut the competition?

Recently, I started doing business with a well known pressure washing website retailer. The retailer is envirospec which is operated by John Allison. While shopping for my expanding pressure washing business I noticed that envirospec had great prices when compared to its competitors. I did some superficial checking on the web to see if they were reputable and found nothing that jumped out to me, negatively speaking. So, I thought I would give them a shot. In my first order I ordered a hot water pressure washer and other accessories that totaled, all together, about $5000. The pressure washer and accessories ordered arrived in a timely manner, but from there onward customer service from envirospec and John Allison was extremely negative.

To start with - the pressure washer would consistantly shut down after a few hours of operation and trying to get a hold of someone to help at envirospec was like pulling teeth. I would call and call, and would either get no answer or if I did get a human being they would take my phone number down and tell me someone would get back to me in the next day or two. But guess what? No phone calls. So I would call again. This repeated itself over and over.

The same thing occurred when I asked for paperwork, or parts list, for the pressure washer, so I could maintain it and order parts. I received a Kohler manual for the motor and that was it. No other paperwork was given on the pump, gear reducer or water heater - nothing. So, I tried getting that information. Same thing - "I will have someone get back to you by tomorrow," the lady on the phone would tell me. Guess what? Never a phone call.

By this point, as a business owner, I am frustrated and angry. So, I figure I am going to take this issue to the president of envirospec, John Allison, and get things handled. But guess what? He sends me an email saying that all pressure washers sold today "don't come with paper work" and that I am incompetent at maintaining a pressure washer and he recommends that I have my pressure washer serviced by a professional - instead of me. So hold on, I have three other pressure washers, purchased locally, that came with complete manuals. Paperwork on the motor, pump, gear reducer, water heater, maintenance schedule and so, that I do all of the work on, and John tells me that I can't do the work and pressure washers don't come with a parts list or manual. I could not believe how rude his email was to me - I was shocked. Needless to say, I will never be doing business with envirospec again.

With good reason, I am really angry now, but you know what? There is not a thing I can do about it.... but tell anyone that reads this blog so that they don't have to go through the same thing that I went through at envirospec.

How does a website retailer stay in business for so long with poor customer service? I guess cut throat pricing can work in today's society. After all, if a business keeps selling and offers horrible customer service, pricing must be the driving force???