More than 400 electrical contractors & end users responded to a recent survey sponsored by Electrical Wholesaling magazine on the state of distributor-customer relations. They weren’t shy about sharing their opinions in the article published in the January 2011 issue of EW. Here’s a few that stood out to us:
“If my order is wrong or incomplete it costs me far more in lost labor than the actual cost of the parts.” Respondents said they value product availability more than pricing and that the ease of doing business is also really important. It would seem that these folks want suppliers & distributors to focus on some pretty basic aspects of customer service.
“Would you please get up to date on current technology? Online pricing and account info is only offered by one of my suppliers. Even Home Depot offers online purchasing information whether you have an account or not.” Although a majority of the respondents to the survey said they purchase less than 10% of all products online it is clear they are buying from the competitors of full-line distributors – Grainger, Home Depot and Lowe’s.
“Quit behaving like corporate minions and attend to the customers needs.” As these respondents are all customers they are asking for the person on the other end of the phone – or other side of the desk – to honestly feel responsible and accountable for their customers’ orders. They also want their suppliers to learn how to accept responsibility for problems and what to do to solve them.
Sounds like there’s some work needed in the electrical industry. Do you agree with these comments? What do you want to see from suppliers in our industry?
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