Lately, it seems that we are having to spend just about as much time managing relationships with our suppliers as we spend with our customers. It shouldn’t be that way, but you do what you have to do.
One of the things that always surprises me when we have issues with suppliers is how some of them seem to think that being “nice” to us, their customer, is what is really important. That might have been the case in the day of the business lunch and the phone order, but electronic communication has pushed “nice” to the back burner, particularly when a supplier thinks that being polite can take the place of being informed.
It’s really difficult to be tough with a supplier when they think that kind words and thoughtful pauses can make up for not being able to tell me the status of my order or why i was shipped the wrong product.
What we want is information. One of the greatest things about electronic communication is that it’s easy to set a business like tone without being compromised by someone’s attempt to “nice” their way out of a situation when they don’t have the answer you want.
In this day and age, being a good “listener” really means that you are a good reader. We like it that way.
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