Posted by admin on March 16, 2012
Regardless of how you put it, partnerships are essential in this industry. It’s inevitable that customers will have set expectations from their material handling distributors and manufacturers. So for all you industry professionals out there, take a moment to find out what your customers are expecting the most from your services:
- To learn and understand their culture. Those purchasing your product or service are expecting you to take interest in their work environment and why they need your services. Since you are building or providing products that will contribute to their workspace, customers will expect you to do your part in knowing what – and who – it is that you are building for.
- To be honest. It sounds simple, but honesty goes a long way. If a customer asks for your opinion on a product and you know the best option suited for them is the cheaper one, then suggest it. The way you can prove your honesty is by stating something similar to: “in all honesty sir/ma’am, the cheaper one is going to fit your application best. Although this other one is much more expensive, it’s not necessarily the best option for your current needs.” Customers greatly appreciate a professional’s honest opinion and that may be the hook to a sale or even to converting them into a recurring customer.
- To Customize. Many times, customers feel as if they are your only client. If that were actually the case, most businesses would be out of commission. However, it is possible for any material handling company to have a long list of clients they serve but treat each individual customer as if they are the only one. How, you ask? Through customization. This may involve adding to your current staff or investing time in creating processes that are more unique. In the material handling industry, processes tend to be more automated. Utilizing manual methods for certain projects may help position your supply chain business above the fray.
Whether you manufacture or distribute pallets, racks, casters or any other materials, customer service will always be elemental in the process. Our partners at PeakLogix are a perfect example of great customer service providers. Find out what they do and how they do it right.
For more information on how to best handle your material handling customers, check back in with our blog! We are on top of industry news, insights and best practices.