Two months ago, we purchased a new dishwasher from The Home Depot.
Seems simple enough, doesn’t it? We need a new dishwasher. We buy one. They install it (for $99). We have clean dishes.
If only it were that easy.
The first installation was a mess. Two guys (who obviously didn’t want to be doing what they were doing) essentially shoved the dishwasher in and did little else to make sure it was straight, level or connected the right way.
The door was almost impossible to pull down and made a loud click every time. It was so crooked that the drawer fell off the tracks as we pulled it out.
Something was very wrong.
After telling the folks at The Home Depot, they had two more guys stop by (from the same subcontracted delivery and installation company) to fix it. After two minutes, they said they couldn’t do anything and we needed a new dishwasher.
Weeks passed with no communication from anyone. Finally, when I contacted The Home Depot again, they said that they’d need to send two more guys out to verify that the unit needed to be replaced.
Really? Isn’t that what the other guys just did?
I later found out that they weren’t certified to make the decision. Then why send them in the first place?!
So, two more guys stopped by and confirmed that the dishwasher was indeed installed improperly and needed to be replaced. No kidding.
Finally, this week, after more coordination than most weddings require, the new dishwasher was delivered and properly installed by yet two more guys…albeit from a different (and much better) installation company.
It works great. Our dishes are clean.
It only took five separate visits (which I needed to coordinate and be home for), countless calls to four separate companies and numerous visits to The Home Depot.
That’s not the experience I was expecting.
Meanwhile, at The Apple Store…
During all of this, we bought the new Apple TV.
If you’re not familiar with Apple’s newest gadget, it essentially turns your TV into a big iPhone, apps and all.
We played around with it for a few days and realized that we didn’t want it.
So, I packed it up, drove over to The Apple Store, walked in (and out) within 60 seconds. It was that easy to return it.
60 seconds. Really.
The Forge3 experience
Above all else, great companies create great experiences.
What’s impressive about Apple (and others, like Disney, etc.) is that they are a huge company. Yet, the experiences they create are exceptional.
That’s not easy to do, but it’s also what makes any successful company special.
I want Forge3 to be special.
That’s why, as many of you know, we’re streamlining, adjusting and getting things in order so we can keep up with our growth into 2016 and beyond. And, as promised, I’ll be sharing what we’re doing along the way, starting with the website as I mentioned last week. It’ll be a learning experience for all of us.
In the meantime, though, I’m curious what YOU think makes a great experience. Perhaps that will help us think of something that we otherwise wouldn’t.