PPB June 2018

by Terry Ramsay A Complaints by a customer that are brought to your attention long after an order has been delivered can be very stressful and difficult to troubleshoot, but a little preparation and thinking ahead can go a long way. It all starts with the relationship between you and the supplier. Accurate order counts should not be a customer issue, but a supplier/distributor issue. Our supplier agreements explicitly state that the supplier must agree to ship the exact order quantity. Over and under shipments are not allowed. Any stock issues or shortages must be addressed before the order ships, and in the event of a shortage, a comparable model should be offered as a replacement (for no upcharge). Generally, when you’re dealing with a reputable supplier, this rarely becomes an issue, but it helps to have procedures in place so you don’t have to go through the motions each time a complaint occurs. Next, understand that no matter what your order agreement says, or how many bright yellow warning stickers you slap on the outside of the box, customers almost never inspect their goods, let alone count to confirm the quantity once the order arrives. In short, their problem is your problem, and if an issue arises, do the right thing—no matter how difficult or expensive. Most customers don’t understand the dynamics at play in our industry, and they shouldn’t have to, so make reasonable accommodations and fix the problem—even if it’s not your error and ends up costing you money. BRET BONNET President Quality Logo Products PPAI 304730 A Day Late And A Product Short Q A DISTRIBUTOR ASKS: How do you handle customers who discover—weeks or months after they receive an order—that there are missing pieces or other errors? Do you have a standard reminder that you send to customers upon delivery telling them to inspect the order within a certain period of time? It is stressful to receive a complaint months after delivery with the expectation that you will correct the order. 10 | JUNE 2018 | INNOVATE