<p>The dilema and rants of “Service Provider” quality of support and services is one we go through day by day. This morning I awoke to a rant by a Tweep on the costs of certain bank services, in this case US$2.5 (UGX 6,500) for an over the counter withdrawal. I smiled because I has been hit with a similar charge for a statement on my account at US$4.7 (UGX 12,000) per month (irrespective) of the number of transactions.</p>

<p>So then I started thinking, yes its going to get me into trouble, how does a consumer (non-technical) but who knows what they want live with service providers. Personally I follow a couple of rules of thumb:</p>

<ol>
  <li>Serenity Prayer: God grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference.
    <ul>
      <li>I cannot change the service provider however, though I can get them to listen to me</li>
      <li>The service is mass market so is not optimized for my particular convenience and usage, so I may need to modify some of my behavior to suit my needs</li>
      <li>If the service is not working for me I can change it, but I must be willing to pay the price for the change</li>
    </ul>
  </li>
  <li>If you make your bed, you need to sleep in it
    <ul>
      <li>Once you select a service provider, you may need to adjust to their shortcomings in order to make the best usage of their style of service delivery</li>
      <li>The cost of changing service providers is usually high, so either stick to the one you have or pay it and move on</li>
    </ul>
  </li>
  <li>Research your service providers before committing to them
    <ul>
      <li>The reality is you never have enough time, but if you do focus on the basic service you need and your special needs (those on which you cannot compromise)</li>
      <li>Most times the service provider you choose will be based on a referral or positive feedback so accept that you will not know enough when you jump in</li>
      <li>Read social media on experiences (spend the time now, and you will know better later)</li>
    </ul>
  </li>
  <li>Use multiple service providers
    <ul>
      <li>This may not always be possible hence  #1, #2 and #3 above</li>
      <li>If its possible however, you need to determine what each provider is best at focus on that, and mitigate where they are weak. I use 3 different Telecom providers for mobile phone &amp; data services, because over the three plans I am totally covered for voice and data needs.</li>
    </ul>
  </li>
  <li>All service providers cost the same
    <ul>
      <li>Even with different service offerings, always check the exceptions which is where you will get hit the most (#3 - Research)</li>
      <li>Henry Ford recommended creating a product or service that caters for 80% of the populations basic needs, leaving 5-10% who have special needs and are willing to pay extra to get it…. Pick a service where you fall in the 80% and it will work for you most of the time</li>
    </ul>
  </li>
  <li>The best tool for the job is the one you know how to use well
    <ul>
      <li>In the new consumer driven information age, this is true, learn to use your service providers as tools, at times they change to you, other times you change to suit them</li>
    </ul>
  </li>
</ol>

<p>How do you manage the relationships with your service providers? How do you deal with their shortcomings?</p>