Thoughtful Thursdays – Who are you going to call after you get the call?
It is not a matter of if, but when. Sooner or later you are going to get a call from an unhappy customer. Do you know who are you going to call when that happens?
Today’s thought is about the importance of having the infrastructure in place to address these kinds of issues before they arise.
Make a habit of meeting all the people you deal with when the opportunity presents itself. I am speaking about your suppliers. Include your internal supply chain if you work at a large company. Building internal relationships is equally important as the external ones. When you are visiting a supplier, take the time to introduce yourself to their team and get to know them. Call them when things are going well thank them for their efforts. Don’t be know as the one who calls only when something is needed or you may find your issues are considered a bit less of a priority. Call deeper than customer service if possible and meet their support teams as well.
The strength of your internal relationships may very well make the difference between keeping your customers happy and having them looking for an alternative.
When they come through for you do not forget to thank them. It may be part of their job, but they may have also jsut saved your customer.
Good selling
Richard
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