PPB October 2019

Q A DISTRIBUTOR ASKS: This week has proven challenging. I’ve lost three orders; two because the client did not like the samples I provided and another for imprinted water bottles, which I lost to a competitor. I know this is all part of the business, but it can certainly be frustrating and disheartening. How do other distributors bounce back from weeks like this? Ask the right qualifying questions upfront. What quality does the client expect? Don’t assume you are in agreement. Do they have a reasonable expectation based on their desired spend? It’s better to find out early and adjust accordingly. Do they place any value on your relationship or only on price? If price only, let them go and be glad when they return because of poor service elsewhere or they don’t because they only shop on price. Any time an order, project or bid is lost, ask as many questions as possible. Was the client really serious about ordering or shopping for ideas? Ask them to pay for samples upfront with the caveat that the amount paid will be credited toward an invoice if an order results. If they’re not willing to pay for a sample under that condition, they’re probably not serious about ordering. What did the client value in a competitor that you didn’t offer, but probably could? And if you really want to impress them, follow up with the client to see how the order went that you did not fulfill for them. If you’re willing to do that kind of follow-up, they won’t hesitate to consider you on the next project. MIKE SCOTT Owner Innovative Imprints, LLC San Diego, California Take your best friend out for a walk and a microbrew. If they are not available, Rubi and I will join you. ROGER L. HALVERSON President Matrix Resourcing Corporation Minneapolis, Minnesota Do You Have An Answer? A DISTRIBUTOR ASKS: I’m being contacted by a lot of clients asking for pre-sale virtual proofs after they narrow down their search, but don’t want to commit to an order because they want to “see it first.” What can I do to sort out the time-wasters from the real buyers? What’s Your Answer? Email answers along with your name, title and company name by October 15 to Question@ppai.org for possible inclusion in an upcoming issue of PPB magazine. Danielle Renda is associate editor of PPB. 14 | OCTOBER 2019 | INNOVATE