Review these common customer satisfaction mistakes electrical supply distributors make. Customer satisfaction insures repeat business and can give your company a strong competitive edge.
- Promotions and Discounts:
- The order desk is unaware of electrical supply promotions or special discounts for customers. This has cost your business too many times, and customers get upset if they don’t get the best price.
- Order the Wrong Electrical Supply Parts:
- Customers don’t always know the part numbers to order. This happens often, and it is difficult and time consuming for your staff to determine what they want to order. Customers get frustrated, and the order desk sometimes orders the wrong item. As a result, customers get upset, and they think your company is difficult to do business with.
- Out of Stock Inventory
- The order desk takes orders for items that are out of stock or lack enough inventory. This occurs too often, and they cannot check across multiple warehouses or ship from alternate locations. They do not know what is in the warehouse, but already committed. They have to call the customer back often, and partial orders cannot be filled. They cannot be put on back order. As a result, customers get frustrated.
- Unable to Offer Substitutes for Out-of-Stock items
- You are unable to offer substitutes for out of stock items. Customers get frustrated and orders are canceled too often.
- Customers Are Put on Hold Too Long or Too Often
- It takes a long time to enter and process an order. Customers are put on hold too often, and as a result they frequently hang up.
- Order Status Updates and Order Cancellations
- Customers are frustrated when they call about an order. It takes too long to find the status of an order, and multiple people need to get involved. The order cannot be re-prioritized, and as result order get canceled often, which costs a lot.
Recommended for you:
10 Automation Benefits of an Electrical Supply Inventory Optimization System