OK, so you bid on a contract for a lucrative job nearby, only thing is your distributor is not as close. You need product delivered to the job site early in the week to make sure you begin your job promptly at 7 a.m. on Saturday. You know that since you will be working when everyone else is closed, you will not be able to address any missing or damaged products that could cause a work stoppage or disappoint the customer. You place your proactive helmet on and try to anticipate any problems you and your crew may face.
You call the customer on Wednesday morning to ensure your inventory is arriving and in good shape. He tells you it arrived, but something looks to be damaged or missing (maybe a dented or torn box). You can’t get right over there because you are on another job, but you ask him to please open the box carefully and find out the extent of the damage. You find out that the damage is limited to a single component, (a door, a side panel, or a piece of runway) so you feel better because the day and job is not lost.
What can you do?
- First thing, call your distributor and explain the situation. Hopefully they can resolve the issues quickly, with their standard methods (replace, reorder, or other resolution). If not…
- Contact us by phone, email, through your local Sales Team (with your distributor available), or have your distributor contact us on your behalf. We will be looking for the order number, the part number, and what type of damage.
What we will do?
- We will work with you and your distributor to correct the situation quickly and as painlessly as possible -- with minimal impact to the job or your wallet
- We will also work closely with you and the distributor to ensure it does not happen again by learning what happened and take any actions we can to reduce future issues
Being an employee-owned company we take you very seriously. You are our most important customer. I know that phrase is often overused, but we truly feel that way. You will find our team going above and beyond every day from the person taking the order, the people making the products to the crew packing the products. We take a lot of pride in who we are and what we do. If you ever have a suggestion that will improve your experience with us, please feel free to contact us.