Get rid of the ability to communicate quickly with your best customers and cut your own throat.
Sounds ridiculous, right? Well, it’s happened more than once recently and I’m not going to stand for it.
In the last two weeks, sales reps from two of our largest suppliers announced they would no longer have Blackberries in an effort to cut costs, hence their delay in responding to our inquiries. Then one quit (the smart one). Now, I don’t think I’m alone in this, but it’s a STUPID move… and that’s why I now call their boss directly. Yep, things are getting done quickly for us, just not for our competitors (I hope). Why do this? Because our business is doing just fine, thank you, and our customers deserve much better than this. So we’re going to give it to them. The dinosaur mentality doesn’t float on this pond.
So, is this an unsolicited endorsement for the Blackberry, iPod or any other PDA? Not really. It’s a wakeup call. At the time when major flooring manufacturers need the business more than ever, they cut off their livelihood and open the door for the small, agile suppliers to wow us with great service. And I’m ready to be wowed.
I’m all about customer service and rapid response to issues and this is not the way to handle an economic downturn. In fact, sales reps of the world, now is the time for you to shine and rise above the sinking crowd. Go overboard with service. Think about it – you’ve probably got the time to do it since sales are down! Let the bean counters count the beans that don’t directly affect contact with the lifeblood of the company – sales.
If you’re our customer, you’ve probably not noticed a thing. Enjoy that feeling and rest assured that it will stay that way since we’re 35 years young and worldwide. If you’re not currently our client, I couldn’t think of a better time to give us a call, poke me on Facebook, tweet on twitter, or email and talk about your flooring dreams. And, yes, you can call me on my Blackberry at 703-856-4929.
All the best,