PPB August 2019

| AUGUST 2019 | 13 INNOVATE problem resolution to a higher rating, but leave the product rating as low. And don’t forget that you can rate the specific product on the product section online. Unfortunately you can’t (yet) leave a comment about the individual product rating, but at least you can rate it. JENNIFER REISSAUS, MAS COO Advertising Specialties Alliance/Kaeser & Blair Cranberry Township, Pennsylvania I am a [manufacturer] in addition to a distributor. I would absolutely want someone to contact me before leaving a review if there was an issue. I want my customers to get a good product, and when something goes wrong, I absolutely stand behind it and try to fix it. In this case, you had a time crunch, so they may not have been able to ship new products. However, they might have discounted the order or something else upfront. It does sound like you are leaving a fair review of their service compared to the actual product, which I think is admirable. They order the flashlights from someone else, so there could be a bad batch occasionally that is missed. I would probably still leave the review if it’s genuinely fair and respectful. If it’s a really great company, it’ll take the review and still compensate you for your trouble. If not, you’ll know where they stand. ALLISON STIVERS Owner Stellar Customs, LLC Houston, Texas I would have called the supplier immediately. They probably don’t make the product, just decorate it, so it could have been a bad batch. The supplier should have had a chance to rectify the situation, and many can by reprinting the product immediately and overnighting it to you at no charge. MARIA HEALY CEO Kreative Marketing, Inc. Neptune Beach, Florida I would have contacted the supplier before writing the review. It’s all about communication and business partnerships. We all make mistakes and battery life not only depends on how long the product sits on the shelf, but also the quality of the product. Even though I have purchased name-brand batteries, sometimes these don’t even last long enough in the package to use or reach their expiration dates. I’m not big on reviews in our industry, but if I review a company, it’s because it’s amazing or absolutely horrible. If you feel strongly about your review, then leave it as is. The one thing I don’t allow at my company is to be “bought” by any supplier. No one ever pays us for a review. You earn what you earn, and sometimes, that’s a bad review. GREGG TAFT Owner B Noticed San Diego, California Do You Have An Answer? A DISTRIBUTOR ASKS: This week has proven challenging. I’ve lost three orders; two because the client did not like the samples received, and another order for printed water bottles, which I lost to a competitor. I know this is all part of the business, but it can certainly be frustrating. How do other distributors overcome the frustration from these kinds of losses? What’s Your Answer? Email answers along with your name, title and company name by August 15 to Question@ppai.org for possible inclusion in an upcoming issue of PPB magazine. Danielle Renda is associate editor of PPB.