SlideShare a Scribd company logo
RUSH FOCUS
Increased Customer Retention & New
Customer Acquisition Through Heroic
Customer Service
Jayson Driver
(905)650-4596
Jayson.D,Driver@Gmail.com
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
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
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
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
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
INTRODUCING…
1-800-XXX-XXXX
HERORUSH.XXX
• SOLVE CUSTOMERS’ & PROSPECTS’ MOST CRITICAL
PROBLEMS
• SAVE CUSTOMERS TIME & MONEY
• ADD HIGH MARGIN SALES
• BECOME CUSTOMERS’ HERO!

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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
  • 7. INTRODUCING… 1-800-XXX-XXXX HERORUSH.XXX • SOLVE CUSTOMERS’ & PROSPECTS’ MOST CRITICAL PROBLEMS • SAVE CUSTOMERS TIME & MONEY • ADD HIGH MARGIN SALES • BECOME CUSTOMERS’ HERO!

Editor's Notes

  1. “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