Business Growth, How to

Using order management software to exceed customer expectations

BY Steven Fernandez 8 Jan, "13

Setting your business apart from others is as easy as making your customers say “wow”. With so many wholesalers out there selling similar products, a great deal of them direct competition and a growing number  of them using effective inventory management software and order management software, it seems difficult to find ways to stay ahead of the pack.

But it doesn’t have to be difficult. All you need to do is impress your customers, by going above and beyond the call of duty to provide an experience that exceeds their expectations. Next time, when customers are looking to buy more products, your small touches will come to their minds, separate you from the rest and win you the sale. It’s the little things that make all the difference.

Here are five ideas for ways you can exceed your customers expectations using your order management and effective order management software:

1. Listen to customers and update your order management software

Listen to your buyer and what they’re trying to tell you. Open up the lines of communication and encourage feedback, so you know what to improve on in the future. Customers that may have had a negative experience are more likely to forgive you if you give them the opportunity to express their feelings. Pay attention to what they say, put these details into your order management software and prevent it from happening again. In TradeGecko, each customer has a diarised notes tab which is perfect for customer notes like this.

2. Always respond to customers

As part of building valuable order management software and a strong order management system, you need to hear the good, the bad and the ugly from your customers. You might not always like what you hear, but you should always respond. Taking the time to send a quick reply email or follow up a phone call shows you acknowledge the customers’ concerns, value their time and care about them.

3. No technical or inventory management speak

Your online inventory management and order management software might be filled with technical jargon, stock stats and other familiar phrases, but these might not be so obvious to everyone else. Keep technical jargon within the business and speak to customers in a language they understand. Customers are more likely to come back if they remember being able to easily comprehend what you were saying!

4. Use your order management information to add a personal touch

Even with the most high-tech stock management software and the most sophisticated order management system, you’re still dealing with people at the end of the day. And people love nothing more than a personal touch. It shows you care about them and their business. For example, your customer Grant Rex Fernandez might like to simply be called Rex. Upload this into your order management software, thereby incorporate it into your order management and “WOW” the customer by calling him Rex in all communications.

5. Use your order & inventory management software to make suggestions

This is especially relevant for repeat customers whose purchase habits you’ve been able to observe and follow with your order management software and inventory management software. It involves looking at items or product ranges the customer has purchased and then suggesting alternative, additional or supplementary products for future purchases. As well as demonstrating how your business is paying attention to them, it shows the customer that you care about them beyond the current transaction at hand.

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