One of the challenges of medical sales is dealing with customers who are anxious about delivery time. Whether they need a product for a surgery, a clinical trial, or a patient care, they expect you to deliver on time and without complications. How can you communicate effectively with them and manage their expectations? Here are some tips to help you.
The first step is to understand why your customer is concerned about delivery time. What are their goals, deadlines, and priorities? How does your product fit into their workflow and budget? How will they be affected if there is a delay or a shortage? By asking open-ended questions and listening actively, you can show empathy and respect for their situation. You can also identify potential risks and opportunities for your sales process.
Yes, i totally agree with this. Understanding customer needs and acknowledging their concerns are very much important in any industry. Only through understanding , we would be able to plan, execute and deliver it well before the deadline. Setting realistic expectations and providing timely updates also would help customers to a great extent.
Adherence to delivery time is one of the key factor for long term sustainable trustworthy customer relationship. The customers are concerned about delivery time as their performance or commitment is linked to delivery time. The best way could be to understand the need , delivery date , timelines from customer and make internal arrangements accordingly to meet up the expectation. Sometime delivery may get delayed due to unforeseen situations so it is important to keep the customer updated. Transparent and precise communication shall be helpful while dealing with such customers.
The second step is to provide accurate and realistic information about your product and its delivery time. Don't make promises you can't keep or exaggerate your capabilities. Be honest and transparent about the availability, quality, and features of your product. Explain how you handle orders, shipments, and tracking. If there are any factors that could affect delivery time, such as weather, regulations, or supply chain issues, inform your customer as soon as possible and offer alternatives or solutions.
The third step is to follow up and confirm your delivery arrangements with your customer. Send them a confirmation email or call them to review the details and expectations. Provide them with a tracking number or a delivery confirmation code. Check in with them regularly to update them on the status of their order and address any concerns or questions. If there are any changes or delays, communicate them promptly and apologize for any inconvenience. Show them that you care about their satisfaction and feedback.
This step is important to keep customer updated. Do the internal arrangements to ensure timely or before delivery. Also it could be good option to develop tool for live tracking and updating to customer. Do not give false promises and do not over commit. Be genuine in approach and keep internal stakeholders aligned to meet customer expectations. Please keep customer updated.
The fourth step is to build trust and rapport with your customer. Don't just focus on the transaction, but also on the relationship. Show them that you value their business and appreciate their loyalty. Express gratitude and recognition for their referrals and testimonials. Share relevant and useful information that can help them achieve their goals and solve their problems. Offer additional support or services that can enhance their experience and outcomes. Make them feel special and important.
The fifth step is to ask for feedback and referrals from your customer. After you deliver your product, follow up with them to ensure that they are happy and satisfied. Ask them how they used your product and what results they achieved. Solicit their opinions and suggestions on how to improve your product or service. Thank them for their feedback and implement their ideas if possible. Ask them if they know anyone who could benefit from your product or service and request an introduction or a referral.
Ask for feedback and referrals - This is very crucial for long term relationship and creating loyal customers. The feedback shall taken positively and acted upon if feedback is negative. The customers only give feedback when they care for you, company , services and products. Ensure to act on feedbacks and communicate the progress. loyal customers help to generate more leads and get more referrals so it is always good to ask for referral. This shows that customer is happy and satisfied so he is referring.
By following these steps, you can communicate effectively with a customer who is concerned about delivery time. You can demonstrate your professionalism, reliability, and value. You can also strengthen your customer relationship, increase your customer retention, and generate more sales opportunities.
Any Customer expects his/her issues to be resolved or delivery to be completed within an acceptable time limit. While raising any ticket or while communicating any TAT to the customer, advisor has to be careful in communicating the "EXACT" TAT, along with an explanation, if possible, as to why this particular TAT is required from the organisation end.The customer should get a similar communication which mentions the TAT over text or email where he can use these as another medium of communication. The most impactful method of winning the customer confidence is close looping the completion of the delivery or ticket by a phone call from a LIVE agent because at the end of the day AI cannot replace the impactfulness of the Human touch.
This is one of the common problem statement from a customer in today's e-commerce industry. We shall look at it in a different way...few things we need to understand as a industry leader... 1. No customer can be happy if his/her is not getting delivered on time. End of the day it's the money which is locked! 2. Instead of a reactive approach the service provider ( delivery or product) must notify customer proactively on the delay in delivery. No AI or automated message rather a human touch. 3. Put a policy in place if delivery is late. Like a) periodic proactive update to customer b) based on late delivery time let's compensate customers on their next order. There will be a cost but this has long term benefits..retention and revenue