Does the breakneck speed at which our world moves give you a headache sometimes? Are you constantly struggling to find ways to stay ahead of the competition? So, every time you find a solution to a problem, is there already a new one waiting for your attention?
We are in the world of “Now!” where customers and business partners demand instant response and even faster results, and expect to be treated like gold at the same time (which they should be ALL the time). Much of this impatience is due to the fast resources of the Web. This miraculous network created a 24/7 global economy, where customers may live and work in one corner of the world, but can easily find what they need anytime, day or night, in one different time zone, country or continent. To be a successful VAR, you now need to take the time to pay attention to this no-holds-barred buying trend and the needs of your customers and business partners for quick and effective results. Then simply set priorities to meet everyone’s needs successfully.
Okay, maybe “just” sounds like an understatement. But it doesn’t have to be rocket science To figure out how to conquer the dynamics of the electronic domain, break down the issues.
Do you have the resources, the technology and the products to meet all the demands of all your customers all the time? Probably not. Since the catalyst for this globalization is the World Wide Web, let’s take a look at how you operate and run your website, as well as the technology and support behind the scenes of your site. Are you the one receiving and responding to all questions and emails from your site? Do you fulfill all orders that are purchased through your online store or does someone else maintain and fulfill the orders placed through your shopping cart? Depending on the volume of business you are processing through your website, can you deliver an order in 24 hours or less? And can you differentiate those orders that you must deliver instantly and those that you think about before processing them? All questions are created by nanosecond technology and globalization. How do you succeed in this fast-paced world?
While your customer may want the fastest response possible, you need to assess whether you can respond quickly and correctly (otherwise your misinformation could damage your relationship with your customer). If you take longer to respond, will that delay hurt your business because your customers have faster expectations?
Presumably, standard items that would normally be immediately available may be one of your items that you can “promise” to your customers. Do you keep 1,000+ widgets in stock because you know it’s a hot item in your customer mix? If so, this is an easy item to deliver quickly and exceed customer expectations.
But what if a customer needs to talk to you about a situation? Perhaps you are asking for feedback and recommendations on next steps to make this part of your business successful. Are you obligated to reply with a solution in less than 24 hours? You may expect him to come back with all the answers, and your task is to make initial contact with him quickly, but then explain that his problem is more complex and needs enough time and thought before he can provide you with solutions or the best products. for you to use. It is not reasonable to assume that custom work can be done instantly and exceptionally. But it is reasonable for this client to expect a response.
By taking this action, you accomplish two things. You have responded to your customer quickly, which meets their expectations of what they initially wanted when contacting them through technology (email or website inquiry.
You have then set the parameters and taken control of the next expectation: you have given them a timeline/deadline of when you will assess your situation and provide a workable solution. You’ve set the right expectations for all levels of the investigation and project, and you’ll be the hero when you deliver those results! Your customer will be more than satisfied and will most likely recommend you to others, due to your quick, timely and well thought out response. Becoming a valuable resource is so much better than self-service!
Develop an interactive process with your customers and partner with someone who can provide the in-house software solutions to interact with your customers if you can’t. By doing so, you will generate growth for your business without compromising quality for speed and price. Keep an open mind and keep up with the ever-moving tech trends (or, again, partner with someone who can do this for you). You will stay ahead of the competition and be the Super VAR that provides solutions to clients in a timely, accurate and quality product manner. And that will clearly affect your bottom line and that of your customers.
