Choosing a supplier
One supplier or another is not the same. Last week, I had an unpleasant experience with a supplier. The event completely shook me up more than I would have liked. So, I wondered what had happened to make it turn so sour. I wanted to share these thoughts with you.
Choosing a supplier
In 2019, the price is not the only driver of sales, far from it. The customer has so many choices between several providers offering the same service, that he has the leisure to choose SON supplier. So, sorry, but if you expect to win a sale just because you're cheaper, you're likely to be disappointed a few times. One of the important criteria for me is the degree of confidence that the supplier inspires me. Marketers would say that it can depend on several factors. But I would mainly say that there must have been a connection between the seller and the customer. And that is not created by making beautiful eyes!
Know what we are talking about
I am totally won over when I feel that the seller knows what he's talking about. That he likes his product or service, that he believes it himselfe. You can't mime it, you can feel it through your gut, as they say. If I feel even the slightest bit that the salesperson is only telling me phrases I've learned by heart, he will sincerely lose my attention. This happened to me recently with a car salesman. He had years of experience. When I went to visit another dealership, I met another salesman. I later learned that he had only been there for 1 month. It was obvious that he knew his product. He patiently answered my questions and I really felt like he understood my needs. I felt completely confident. And I bought my vehicle from this salesman. He was part of my customer experience and it was very positive.
Does he have a Good product/efficient service? Solid, good reputation and really meets my needs? Of course, the salesperson will have taken the time to fully understand my needs before throwing anything at me. In my early years, a skilled salesperson told me that at a certain point, you have to shut up and really listen. And it's true, it works. Because afterwards, you can truly meet the customer's needs without talking for the sake of it.
So far, we're on the right track to making a great sale, one that both parties will be happy with.
Billing, delivery, customer service are part of the sale
Just because a customer is delighted at this point doesn't mean the sale is a done deal. All the services surrounding the sale are part of it. When making a sale, make sure the customer remains satisfied with doing business with you. Because they could very well stop the sales process to turn to another supplier. And that's exactly what happened to me last week. My salesperson was guaranteed to make the sale, really. But the delivery didn't happen, and instead of apologizing or agreeing to a new schedule or trial, I felt like they didn't care. So, I stopped the sale altogether. I simply wasn't comfortable giving thousands of dollars to a supplier who took me for granted and didn't respect me. Not nice, lady? Maybe. However, I prefer to encourage a supplier with whom there will be respect, collaboration, trust, and connection.
Never take a customer for granted.
I have the principle that my suppliers are my partners and vice versa. When I adopt a supplier, I take the time to choose them. I carefully examine whether they meet my criteria. Afterwards, a bond of trust, a connection is made and we get to know each other. We both benefit from this new bond. I have very often recommended my suppliers to clients, without expecting anything in return. For me, this is what being in business is all about: collaborate.
Have you lost a customer?
Losing a customer is no fun. Take the time to absorb the shock and really examine yourself. If this customer wasn't satisfied, there are likely others who are experiencing the same dissatisfaction. Don't wait for a hemorrhage. Be proactive. Here's an article I wrote over a year ago: The art of losing your customers. I was very inspired that day, hahaha! But I still 100% agree with what I wrote… that’s a good sign! 🙂
Evaluate suppliers annually
If you want to build good relationships and make your needs known, there's nothing better than a good discussion. Here's a article about Supplier AssessmentThis is an important article that I believe can help structure purchases. Choosing a supplier is a rigorous process. And the sale can fall through along the way. So, never take a customer for granted, even after several years.
