When spending your company’s money you deserve to deal with the best. There should be no compromise. Your patronage is a privilege to any supplier and the very best companies know this. Unfortunately, the best companies are islands in a sea of mediocrity, a sea that can take your business for granted. Great suppliers live and breathe great customer service.
Here are 5 pillars that the best suppliers build their businesses on:
1. Providing People Before Systems
This starts with the phone. Nothing is more maddening than fighting through a maze of phone automation just to get to the point where you can actually speak with a real person. Having to leave a message for a call back can be just as frustrating.
Having real people answering the phone may be a luxury today, but people prefer to buy from people. Repeat business is based on personal relationships. Even with highly efficient automated order systems an email back from a real person is when we begin to relate to a supplier.
2. Listening to Customers
Listening separates the order takers from the suppliers who truly want to help you get what you want. A supplier who listens first and then provides helpful, useful information is the what we expect from someone whom we will reward with repeat business.
In order to help, suppliers must listen first. They must suspend their agenda of what they want to say and listen to what you have to say.
3. Caring and Going that Extra Mile
There are times when you need something extra from your suppliers. It may be a tight timeline, some personal training, or something repaired in a hurry. The best suppliers care about your challenges and go the extra mile to deliver what you need. Your satisfaction comes before their short-term profits.
These are things that sometimes cannot be quantified. You, as a buyer, may not be even aware that this extra service is possible. Great service is difficult to put a price on, even if you could be charged for it. And you shouldn’t.
4. Empowered Employees
This is a big one. Your supplier’s staff needs the expertise, authority and ability to make things right. Not every purchase can go perfectly and remediation may be needed. Having your contact able to make it happen, efficiently and decisively, will make your job a lot easier.
No one wants his or her concerns handed over to someone else for a decision or a plan of action. This is inefficient and a waste of your time.
5. Great Customer Service as Company Culture
Good customer service should not be luck. It shouldn’t come from someone you “found” at the supplier. It should come from everyone, no matter whom you deal with. Consistent great service comes from a culture of great service. This way you always get what you pay for.
The core value of customers first must be shared be everyone behind a supplier. If all the employees buy in to it, then it doesn’t matter whom you talk to or whom ships your order.
In conclusion, great customer service follows a pattern of best practices that the best suppliers all have in common. You know great service when you get it, and get it you should. Don’t settle for anything less.
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