Reputation vs Reality
Behind the Curtain: When Reputation Doesn’t Match Reality
In 2025, you’d expect that a supplier with over $100M in annual revenue would have robust systems in place for quality assurance, customer communication, and escalation. Yet, here I am - four months into a delivery and quality issue that remains unresolved.
Recently, I received a response from a supplier quality service agent that read:
Our factory the processing efficiency is too slow, unlike trading companies that have a fast response time and can solve problems in a timely manner.
This wasn’t just a poor attempt at deflection - it was a candid admission that the company’s internal processes are not equipped to handle customer issues with urgency. And it’s not just about speed. It’s about accountability. Want more?…. This is the 3rd email with the type of communication.
- Despite repeated efforts to escalate the issue:
- Employees appear to be instructed not to include management in customer communications.
- No contact details for senior management are publicly available.
- The company’s online presence boasts stellar performance metrics - but the reality behind closed doors tells a different story.
- This experience has reminded me that:
- Customer-centricity isn’t a slogan - it’s a system.
- Transparency isn’t optional - it’s foundational.
- Responsiveness isn’t a luxury - it’s a baseline expectation.
In an age of AI, data-driven insights, and instant communication, how is it still possible for such gaps to exist?
I’m sharing this not to name and shame, but to spark a conversation. If you’ve faced similar challenges - as a customer, supplier, or even within your own organisation - I’d love to hear your thoughts.
Let’s keep pushing for better.