It starts when a subcontractor decides they’ll do what’s legal, rather than what’s current best practice.

You don’t see them as part of your team.  That’s why they’re subcontracted, so they cost you less.

 

Trouble is, they don’t see themselves as part of your team either.

They certainly don’t see your customers as theirs.

So why make any extra effort to keep your Promise.

 

Whatever that is.

 

If a customer complains, well, never mind, it’s legal.  Even if it is inconsiderate.  Even if it is different from every other installation.

Your subcontractor isn’t going to re-do work that meets the minimum standard.  You’re not going to pay them to do it again.

 

So, slowly, over time, current practice gets eroded.

Until the minimum becomes the best your customer can expect.

Especially when they have no choice.

 

What you don’t yet see, is that you’ve undermined your own foundation.

When you’ve eroded your standards away to the minimum, it isn’t hard to be better.

So as soon as a better alternative appears, you’ll have nothing left to hold you up.

Certainly not your customers.

 

I’m looking at you Openreach.

Catch it now, while you can.