I would like to work with a Multi-Location Fastener and/or Industrial Supplier to Implement my plan and help them grow. Please share with your network or let me know if you have ideas on potential partners.
Industrial Distributor Growth Via Rush Order Focus
1. RUSH FOCUS
Increased Customer Retention & New
Customer Acquisition Through Heroic
Customer Service
Jayson Driver
(905)650-4596
Jayson.D,Driver@Gmail.com
2. UNPLANNED/RUSH NEEDS = STRESS FOR
CUSTOMER
CUSTOMER
NEEDS FASTENERS,
PARTS, INDUSTRIAL
SUPPLIES TO KEEP
BUSINESS RUNNING
• FRUSTRATED
• PANICKED
• UNSURE
• STRESSED
I NEED
HELP
• EMERGENCY
• UNPLANNED ORDER
• USUAL VENDOR FAILED
• BREAKDOWN
• SHUTDOWN
• SHORTAGE
3. SAYING “NO” TO CUSTOMERS’ RUSH NEEDS
CUSTOMER
ORDERS &
INQUIRIES
CALL WENT TO VOICEMAILITEM NOT IN STOCK
URGENCY NOT UNDERSTOOD SLOW RESPONSE TO CUSTOMER
ATYPICAL LOGISTICS BUREAUCRACY
NO SOLUTION OFFERED
= PROFIT DOWN THE DRAIN
BIG STUFF - CAPTURED
HEROIC STUFF - LEAKING
4. WHAT HAPPENS WHEN WE SAY NO?
REGIONAL
INDUSTRIAL
SUPPLIERS
LOCAL
INDUSTRIAL
SUPPLIERS
SEARCH THE
INTERNET
WASTE TIME...
CUSTOMER
I HOPE
THEY
HAVE IT!
UNPLANNED/RUSH NEEDS = OPPORTUNITY
5. WHAT IS HEROIC CUSTOMER SERVICE?
IDENITIFIES &
PROPOSES
SOLUTION
MAKES IT
HAPPEN
• ANSWER CALL
• LISTEN
• ASK QUESTIONS
• UNDERSTAND
NEED & URGENCY
SAYS YES OR
TAKES ACTION
FOR IMMEDIATE
FOLLOWUP
6. WHAT HAPPENS WHEN WE SAY YES?
RELIEF
REFOCUS
ON OTHER
WORK
BECOMES
INTERNAL
HERO
INCREASED
TRUST &
LOYALTY
GIVES
RECOMMENDATIONS
THAT’S HEROIC CUSTOMER SERVICE!
CUSTOMER OUR SALES,
PROFITS &
CREDIBILITY
“IF ANYONE CAN HELP, IT IS US.”
SAY YES. IF NOT SURE YET, TAKE ACTION!
WHERE TO TURN: INTERNAL & EXTERNAL
IMMEDIATE FOLLOW-UP
OFFER A SOLUTION.
MORE QUANTITY THAN REQUESTED IF REQUIRED
DIFFERENT MATERIAL
NEW MASTER PART THAT INCLUDES THE REQUESTED PART
ALTERNATIVE BRAND OR ITEM THAT MAY WORK
ETC.
MAKE IT HAPPEN