Wholesaler Guide
others would rather send an email or fill in an online contact form. Each preferred option should work and result in a satisfactory outcome for the customer. There are a number of ways companies can provide this for their valued customers. National Ventilation provides all these contact options with their sales and technical teams on hand to answer any questions. Whether a customer wants to discuss specification or design, product selection and availability, their highly trained staff will provide the answer. For example, National Ventilation’s customer services staff can strip down fans to talk through each step with customers on the phone when needed.
The art of conversation
Even with a range of digital options available to customers, over half of people still prefer to talk to an actual human. The introduction of digital systems was, at least in part, intended to provide a more swift service. However, to support all of their diverse range of customers, companies like National Ventilation have a knowledgeable customer service team on hand to talk directly to wholesalers. National Ventilation’s two-ring policy also ensures customers are promptly responded to, by a person.
The right advice at the right time Helpfulness and competence of staff is crucial for good customer service. 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.
Faultless quality guaranteed 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. Effective companies should have systems in place such as double checking of orders, random QC checks and close relationships with their carriers to ensure delivery accuracy. Offering quality products is also essential to maintain a wholesalers’ business reputation
and continued success. A useful way to judge the quality of a manufacturer’s products is to look at their returns level. For example, returns are under 0.8% of products sold by National Ventilation.
Getting the basics right
There are also other ways that companies, like National Ventilation, are helping to improve the customer experience. National Ventilation has an extensive product range with over 2,200 lines so they have the fan or accessory for nearly every job. If something ventilation related is needed, National Ventilation probably has it.
Good customer service is a key cornerstone of 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 products is of the utmost importance to National Ventilation and that is why it is trusted by its customers to push the boundaries and go that extra mile.
ewnews.co.uk September 2024 electrical wholesaler | 23
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