Manufacturing Customer Service is Key
Manufacturing customers are expecting more than quality products and adherence to deadlines. Customer service is becoming a critical feature that is expected of manufacturing suppliers. The following are areas that can help improve your customer service and satisfaction.
Your customers have more demands on their time than ever. With on-demand service from online companies, they have come to expect the same speed and efficiency from suppliers as well. Small manufacturers need to have company policies in place to assure quick follow-up emails and callbacks This expectation extends to the shorter turnarounds and delivery times customers are demanding. When you deliver speedy service to customers, they will recognize and recommend your efficiency.
While suppliers have employed customer service tactics for years, it is vital not to let this advantage of small business decline. Supplier relationships based on responsiveness, integrity, and individual attention demonstrate the importance your customers are to your company. Research shows that customers place a high value on personal service and attention and will pay more to receive it.
Busy customers are looking for suppliers that make it easy to work with them. Suppliers need to address this need by offering features such as easy access to support, re-ordering, replacement parts, and making it easier for manufacturing customers to purchase from your company.
Whether it’s equipment or parts, customers are starting to expect more when they work with suppliers. These value-added services could include a maintenance program, longer warranties on equipment, or discounts on long-term contracts. Without these benefits, manufacturing customers have little incentive to remain loyal and not look for other vendors.