“LISTEN TO THE CUSTOMER” is the new credo of many whatsapp data companies which, like its cousins “partnership” and “service”, is often devoid of reality.
Of course , good sales involve listening to customers , but daily practice does not always reflect this imperative .
LISTENING is good, UNDERSTANDING is better!
What should we think of this very large French company which is obliged to set up a structure to relaunch its suppliers so that they deign to respond to calls for tender and respect the reciprocal commitments made when ordering!
How many of us have asked to be called back by a supplier without ever having a response and having to call them back!
Is it really listening to customers to impose on them the messaging systems of Sellers who, by definition or function, are not very available and in any case poorly organized to respond!
A new potential supplier sends you a Seller, what is his first attitude, to listen to you? No, it is to impose a laborious presentation of his Company on you!
For this, a new supplier traditionally begins his interview with a test of your knowledge, “Do you know our Company?”, whose embarrassed response is always
“Yeah, a little bit,” followed by the famous “I’ll introduce her to you quickly,” which shows that it will be painful!
And what happens when they want to get information about product installation, maintenance, use or repair?
It is to answer this question that many industrialists are considering the issue of setting up a specialized structure.
This is the subject of this COMMERCIAL SOLUTIONS MAGAZINE N°4, dedicated to professional hotlines for technical products.
The reflection mainly focuses on 3 questions:
Are we creating a specialized structure?
How do we organize it: resources, schedules, traceability tools, etc.?
Who should we entrust it to? And by the way, what if we outsourced it? Here are our three answers in summary: