P22-23 Ventilation:Layout 1 18/03/2021 17:06 Page 23 Ventilation
a customer without having to flick through brochures. Furthermore, this allows electricians to find the right product for the job or check installation details in technical brochures at any time, no matter where they are. Some apps, such as National Ventilation’s Know How app, allow everything to be downloaded so they are available offline too, ideal when Wi-Fi signal is poor.
The human touch
With many digital options now available for taking customer calls, it can sometimes be hard to get hold of an actual human. The introduction of these systems was, at least in part, to provide a more swift service. But more than half of customers still prefer talking to a human on the phone. To support customers, companies like National Ventilation have a knowledgeable customer service team on hand to talk to wholesalers. And it doesn’t stop there. National Ventilation’s two-ring policy ensures customers are promptly responded to – by a person.
Helpfulness and competence of staff is crucial for good customer service. And when it comes to getting questions answered or recommendations made, wholesalers need to be sure that anyone they are talking to is knowledgeable and, where needed, has technical expertise. By working with manufacturers that train all their staff to a high level, wholesalers can rest assured that they are being given great advice.
Quality assured
When wholesalers put in an order to a manufacturer, they want to be sure that they’ll get what they ordered and that it does the job well. Firstly, it’s important to work with companies that have good quality control processes to guarantee high levels of accuracy. Look for companies that have systems in place such as double checking of orders, random QC checks and close relationships with their carriers to ensure delivery accuracy too. Secondly, offering quality product is crucial for wholesalers’ business reputation and success. A useful way to judge the quality of a manufacturer’s products is to look at its returns level. For example, returns are under 0.8% of products sold by National Ventilation. Efficient product ranges also play a part in helping wholesalers during the pandemic. For instance, National Ventilation’s recent launch of its UMD Shower Fan Kits, which incorporate everything needed for a super-fast install, means easier specification and ordering and that nothing is forgotten when electricians turn up on site. Installers can order the kit
before picking up the single box - meaning less time in the store for electricians, less contact with counter staff, less space needed in a warehouse and a safer fit with less time in a customer’s home for installers. During the pandemic, face-to-face visits to see new products had to stop but manufacturers still had new product innovations to launch. Some companies therefore arranged virtual product launches for wholesalers so that they could still learn about new products and what they could offer for customers. National Ventilation’s digitally-launched UMD Shower Fan Kit, for example, supplies wholesalers with all the product information they need along with marketing materials to be able to promote new products to their customers.
Good customer service is essential to both the working relationship between, and the success of, manufacturers, wholesalers and their customers. National Ventilation combines traditional customer service values, where the customer can always talk to a knowledgeable person rather than a machine, with more modern alternatives such as online communications, an easy to navigate website and the Know How app. Continually improving ways of working with wholesalers and innovating with products mean National Ventilation is trusted by its customers to always go the extra mile.
ewnews.co.uk
April 2021 electrical wholesaler | 23
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