Communication too late
 

Yesterday I had the installers upgrade my home phone from copper loop to fibre. They did a fine job, no problems.
But they were surprised that I didn't know in advance what they were going to need to do inside the house. It delayed the job by an hour while I moved things around to provide them the access they needed.

And then today I get an email from TELUS telling me that my installation is "coming soon". And it provides some useful information on site preparation though I could suggest a number of improvements to that. It had the right date information on it, but it was sent at least 1 day late, probably 2 or 3 days.

Summary: communication was too little and too late. That cost the installers time and messed up my day as well. Does not deserve a passing grade.


More...