Kelly Nelson

Sales Representatives Are Customer Service Liasons
July 18, 2007

I find that some of our best customer service comes from companies that have local sales reps.  The reps come in and get to know our staff, our store, and our family.  When an issue arrises, the representatives know who we are and what we are about and consequently provide immediate customer care.  I believe it is generally more prompt and direct than manufacturers without sales reps.  (There are, of course, companies that have fabulous and personal service without reps and I do not wish to imply that they are any less wonderful.)

I really appreciate the reps and companies who go above and beyond to make sure that my customers are happy.  At the end of the day, the customers' satisfaction should be the goal of the retailer, the sales rep, and the manufacturer.  What do you do, though, when you have a representative or manufacturer who does not value the consumer's happiness?  

I have a customer with a piece of furniture that she's been having major problems with from day one.  We have tried to repair the piece to the best of our ability but it is beyond repair.  The manufacturer has been unwilling to work with us on parts or a possible replacement.  The rep, who works with our store on a large scale and is a very dear and personal friend, has not been cooperative either.  Is this a matter of complacency?  I'm now going to have to refund the customer and destroy the piece.  I'm going to have to eat the cost of this dresser.  We recently placed another order with this manufacturer with me in the background screaming, "No!  Don't do it!"  Aside from dropping the company all together, is there any solution to this non-service issue?  Is is normal for a rep to become so comfortable with your store that they write off the needs of your customers as unimportant?

We are a service based store.  The majority of our reps are service based in business, as well.  I realize that companies want to minimize the service dollars spent on parts and replacements.  Trust me, I want to minimize that for them, too.  It does not benefit me in any way for a customer to have a problem with their furniture.  Do I need to write a letter to the manufacturer explaining that I'm not out to get them?  Hopefully you, the reader, will have some suggestions as to how I should approach this type of company in the future.  I look forward to your input!  (This is the part where you click on "comment" if you're registered or register and then comment)

Posted by Kelly Nelson on July 18, 2007 | Comments (0)