“I found myself slipping into a complaint frame.
This time the target bombarded was my supplier Tom.”
15 years of history, 150 workers, cooperated with FC Barcelona, Real Madrid, Manchester United, FC Bayern Munich, Paris Saint-Germain FC.
I’d rate this soccer ball supplier with A grade before everything started.
Then there is a catch: it is all about the people.
Tom has a critical problem: You are not expected to find the term “Proactive” in his dictionary.
In other words, you will never ever want him to do things one step forward.
Any buyers would want to receive an in-time update on the process:
“Did you receive our payment? When?
When we can get our samples for approval?
No sample pictures before sending?
And, via DHL?
On which specific date our order will be carried out?
To what extent the production is completing?
Or when the documents for clearance will be delivered? We have already paid the balance.”
But Tom was extremely slow.
He should have said,
“This soccer ball order has been shipped this morning, the B/L will be issued on Monday.
I will deliver all the docs to you on Monday afternoon by UPS, and the tracking number will be enclosed for your reference.
Sadly, No! I have to send emails to ask whether received the funds or not, when will send samples, when the goods will be ready to ship, and check everything.
I have to check with him every 2 days to keep myself well informed for all progress.
I have to think about everything by myself, my attention was depleted.
What’s worse, he just did nothing when they failed to meet the promised lead time.
I didn’t get anything, either calls or emails, until the last week I was going to contact the forwarder to book for this order.
Maybe they are trying not to be late, but it’s really too late for me when I got the news.
These soccer balls were planned to be released before the Christmas.
I was frustrated.
Now I would only grade B- for this company.
Because their software sucks.
It is true that a good soccer ball supplier is hard to distinguish nowadays.
It is not about how old the company is, how many workers they have, or what achievements they have accomplished in the past or how many big names they have been working with.
It is all about their people, their salesman who contact with me directly!
A qualified salesman 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 would you define a good supplier to partner with?
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