"Value Added Services"

Replies to This Discussion

Permalink Reply by Tami Kennedy on March 12, 2008 at 8:50pm

The greatest value added service I provide my customers is the fact that I truly care about their success. I show them this from the first meeting on. I have a philosophy of cradle to grave with my customers as this is my chosen career and my success depends on their success. This means being completely honest with them about what I can and can not do for them. It means telling them the truth if they can buy a product or service elsewhere for less money and equal value. I educate my customers on what their choices are and why some are better than others. I follow up with them in a timely manner on all contacts they make with me and then I continue to follow up with them periodically to make sure that all is well. When I encounter articles or items of interest for them I forward them the information or set a meeting to explain it to them. I am pro-active in the solutions I provide. If I am aware of a piece of equipment, or process that will increase their bottom line, I make them aware of it. I work to develop relationships with them and thier staff. This is important to gain understanding of their perspective, challenges, and opportunities. My customers are my friends.

Permalink Reply by Eric S. Crane on March 12, 2008 at 9:18pm

I'm a firm believer in listening to and answering customer's needs- not just giving them what I want to "sell" them. If they aren't succesful, then I can't be succesful.

Permalink Reply by Courtenay Carr Russo on June 3, 2009 at 6:41am

As an independent specialty distributor serving resorts, hotels and cruise lines with frozen drink mixes, equipment and other beverages we work hard to distinguish ourselves from the competition.
Some of the value added services are traditional like equipment programs, POS support and promotions. But even more important for us is being accessible by phone. Our customers can always reach a live person when they place an order, need equipment repaired or just have a question.
The most important quality we offer is simple: we do what we say we will do. There is no service more valuable than that.

Permalink Reply by Dave Lee on July 24, 2009 at 3:04pm

Tami and Courtenay,

Great advice! Great value equals personable service and attention to detail. I know my customer base appreciates frequent visits to their restaurants to check up on their needs, eating there and commenting on their food, giving them advice on which products I think would fit best.....and I'm a manufacturer.

It would be interesting to know what value added service the distributors want from their manufacturers. Any ideas?