People Are the Reason
Even the most prolific and successful entrepreneurs today lose their focus every once in awhile. It’s human nature. Life and work can get busy and complicated. As a result, there are times when their professional dispositions suffer because of their loss of focus.
This happens in product fulfillment, too. The occasional botched mailing, a miscommunication between your business and a service provider, and the discovery of a faulty product are all examples of how product fulfillment can suffer. Luckily, these and other examples can be rectified relatively easily.
But if there is one area of your product fulfillment business that can’t suffer, that would be the customer service. People are the reason that product fulfillment professionals have the success that they have, no question about it. There are some places you can falter but customer service is not one of them.
Too often, ignorance or arrogance or both can overcome today’s product fulfillment pros. As a result, their businesses can be damaged beyond repair. In this day and age, you can’t let that happen—you really need to have the tools to prevent any damage. If you are serious about product fulfillment, you can construct good customer services that will make your business survive over the long run. Once you’ve got these practices down, you will get the success you want while keeping your clients happy as well.
In the beginning, it’s important that you assess all of your product fulfillment services to make sure they are foolproof in terms of client service satisfaction. You have to have all of your client services running well in each area of your product fulfillment business. Start right at the beginning, where you will see if your product suppliers are on the mark in terms of delivery, your product warehousing is safe to store your stock, and you can easily access your product once a client places an order. From there, make sure your delivery of products either through mailing fulfillment or couriering is sound. Reputable third parties that can handle your delivery services need to be in place all of the time.
Damage control is necessary as well. When things go wrong in customer service—and they will—it’s best to have good customer service skills to deal with problems as they happen. Often this means having your own customer service department in place. If someone’s mailing fulfillment went wrong, make sure clients have a number to call or a department to refer to in order to fix that or other problems right on the spot. And let your customers provide feedback through surveys or questionnaires after they’ve used your services.
It never hurts to have good client services for surprise requests too. Fully integrated product fulfillment services can offer things like on-demand printing services or direct mail creative services to help those who need them quickly. If others come looking for help, it will boost your reputation to have those helping services ready to go.
Across the Wires
One aspect of customer service that isn’t commonly addressed in product fulfillment is the new digital formats. Like most other businesses today, product fulfillment is now across the wires on the World Wide Web. And since that’s the case, the customer service for online fulfillment has to be just as sharp as the other areas of the field. This means having your web site secure and safe for clients to input their ordering info without the fear of confidentiality loss, and that the customer order fulfillment can be completed through the necessary parties online.
Getting your customer service in top shape takes some extra work, but it’s always worth it. Product fulfillment and its customer service, when they’re established properly and securely, can work hand-in-hand. Once you’ve got the two harmonized, you just have to go about delivering what you usually do: quality product fulfillment services to the people who depend on you.
Need solutions to your product fulfillment problems? APS Fulfillment, Inc has the knowledge and services to make your direct mail and product fulfillment ventures more successful. Contact APS Fulfillment, Inc by e-mail at [email protected], visit its web site at www.apsfulfillment.com, or call (954) 582-7450.