“Today I received a complaint”

I found myself slipping into a complaint frame. This time the target bombarded by my complaint was my mold supplier Mike. He works for a big mold factory, 8 years of history, dozens of imported equipment along with ISO certificate. This is the first time we cooperate They could have received an A grade on the paper. Then there is a catch: it is all about the people.

Mike has a critical problem: You are not expected to find the term “Proactive"in his dictionary In other words, he did not take initiatives during our communication. Any buyers would want to receive an in-time update on the process: Have the supplier received our payment? On which specific date our order will be carried out? To what extent the manufacturing of mold is completing; or when the documents for clearance will be delivered?

But Mike was extremely slow. He was always one step behind. He should have said,"the mold have been dispatched this morning, the B/L will be issued from our agent on Monday. I will deliver all the documents to you on Monday after-noon by DHL and the tracking number will be enclosed for your reference.” Unexpectedly, I have to ask him once every two days to keep myself well informed of all progress. My attention was depleted. What's worse, he just turned into an ostrich when they failed to meet the promised lead time, either calls or messages were neglected. holding me back right until the moment I was about to travel to their site. My schedule was disrupted. my irritation was compounded. Now I would only grade C-for this company Because their?service sucks.

All above is a complaint that?shared?by one of my trusted customer.

It is true that a good supplier is hard to distinguish nowadays. It is not about how old the company is, how many achievements they have accomplished in the past or how many big brands they have been working with. It is all about the people, work the people, then the price, get the people right,then will get the result right.

A qualified supply chain intakes top-sales who knows: How to be a backup force for their customer. How to think one step ahead of their customer. How to release their customer from unnecessary worries. How to fuel their customer up on the front. How would you define a good supplier to partner with? Drop me messages to share your inspirations.

Lisa Xu | Email: [email protected]