Many of you have been following the rollercoaster that is my home renovation. Four months in, we’re finally at the tail end—scraping through the punch list and prepping for my husband’s July 4th birthday bash. And while I’ve learned a lot from the process, one thing has become very clear: communication can make or break any customer relationship.
Let me walk you through what not to do.
Now, I’ve been a long-time customer of World Wide Flooring. They’ve done the carpets in this house and a few others for friends and family. I’ve sent people their way. They know me—when I walk in, it’s familiar. That’s why this situation has been especially disappointing.
When we had to replace the carpet runners after the floors were sanded, I went straight to them. I’d literally just purchased other runners from them a month prior, and those arrived in two weeks. So, when we finalized the new order in early May, paid in full, and cleared insurance, I expected the same rhythm. But this time, no one ever mentioned a backorder. Nothing about delays. No heads-up.
Given the living room carpet was fancier, I even requested we separate the orders—get the runners in now (since bare stairs aren’t exactly party-friendly) and deal with the living room later.
Here’s what unfolded instead: We were told June 2nd for installation. That came and went. We followed up. Suddenly, there was a factory delay, and they’d come in the next week. That week passed, too. Crickets. Another follow-up. Another vague promise. And now, with the party looming, we still had no runners—and no proactive updates.
So, I called the manager.
He knows me. He just handled my friend’s house. But when I called, what I got wasn’t empathy—it was defensiveness. I calmly asked where the carpet was and why no one had communicated with us. He snapped that there was a note saying installation would happen July 3rd.
Sure, that would be helpful—if someone had told me.
Look, I run an 800-person company. I know delays happen. I know things can go wrong. But when they do, communication is non-negotiable. If anyone had reached out and explained the situation, I would have understood. I would’ve chosen an alternate carpet to ensure it was installed before the event. But I wasn’t given that chance.
Instead, I was met with ego.
He insisted he didn’t need a lecture on customer service—he’d run large organizations too. But here’s the lesson: when a long-standing customer is giving you a window into a broken process, that’s not the time to get defensive. It’s a coaching moment. Acknowledge the gap. Apologize. Offer a path forward.
He eventually did follow up, letting me know the carpet should arrive Monday with installation set for Thursday—one day before the event. Fingers crossed. But by now, the damage is done.
Here’s what this experience reinforces for all of us in leadership:
- Bad news is okay—silence isn’t.
Customers can handle delays. What they won’t tolerate is being ignored. - Proactive updates build trust.
Even if things aren’t going as planned, regular, honest communication gives customers options and reassurance. - Don’t let ego block service.
If your team dropped the ball, own it. Most customers will forgive mistakes. They won’t forgive being dismissed. - Service is about alignment, not perfection.
I didn’t need anyone to go above and beyond. I just needed to know what was happening.
This whole ordeal is exactly why I’ve brought in the Unreasonable Hospitality team to train at Build IT LIVE. Because delivering great service isn’t about perfection. It’s about creating a process where, even when things go wrong, the customer still feels seen, heard, and valued.
Today’s been rough. But it’s also been a reminder of the kind of leader—and customer advocate—I want to be.
