Virtually every company talks at length about client service and the necessity for excellence in satisfying the requirements of its customers but very few place that talk into action. This can be notably true within the bottled water business.
The bottled water trade service a large customer base with each company in the industry servicing several individual customers. The trade is characterized by a tiny range of terribly giant corporations and a large number of comparatively tiny players with specific geographic niches. However all bottled water providers share the requirement for client service.
The Nature of the Business:
The bottled water business consists of the manufacturing and delivery of spring or purified water in tiny packages and bigger containers such as 5 gallon bottles. The product is delivered in company owned delivery trucks or through common carriers directly to the site of the customer. Each bottled water firm within the industry makes an implicit promise to its customers that it will manufacture the best quality product and deliver that product to its customers in the way and time agreed upon.
Several, Several Customers:
The client base in the bottled water is terribly various starting from individual consumers with single bottle necessities to large multi cooler business accounts with important water needs. Each customer has their own specific necessities and the wants of each customer within the client base are as vital as all alternative customers.
The Client Service Promise and also the History of the Business:
In the past, several companies in the business have centered on process rather than customer service. Many companies acted on the belief that the merchandise of a superior product completed the duty to the customer. The client promise however, included much more that a quality product and needed additional services such as on time delivery, correct pricing, responding to further delivery requests and different customer specific needs. One in every of the foremost important client desires is the necessity to communicate customer issues to the choice makers in any given firm.
Current Standing of the Business: The Unfulfilled Promise:
Although at first look the bottled water business may appear rather easy, it is actually a terribly advanced business. Prime quality water should be made and delivered to the client's location on time and as ordered. Typically the client needs modification while not warning and flexibility is required to satisfy these new requirements.
Frequently, the water needs of the client exceed original expectations and shortages occur. The supplier should have invested within the communication and rolling stock infrastructure to reply to changing demand requirements.
For those suppliers who non-public label water as a means of client advertising, the design, printing and sturdiness of the label on the bottle could be a important factor. Those forms that skimp on quality in the planning and printing of labels offer an inferior product to their customers.
Communication and also the Client Promise:
Several bottled water suppliers overlook the fact that correct communication channels serve as the idea for fulfilling the client promise. An over reliance on voice or e-mail, an inability to respond quickly to customer wants and therefore the absence of a true customer service culture has created a negative impression in the mind of the many customers.
A proper communication system has many technical parts but it ought to begin with a willingness to incorporate human contact in the communication link. No client likes to be dropped into the voicemail void and also the bottled water suppliers that prosper and continue to grow are those that require client service personnel to personally answer and respond to client inquiries and concerns.
Accept Responsibility and Do What It Takes to Provide Customer Satisfaction:
There are as several excuses for failure to perform but the bottled water suppliers who are truly world category are those that accept responsibility and do what it takes to ensure client satisfaction. This often includes realizing little or no profit on a specific transaction in order to meet the customer service promise.
Size is not the determinant within the customer service equation. Typically, smaller firms are prepared, willing and ready to better guarantee the achievement of the client promise.
Hunt for a supplier with a track record of not only making the customer promise however with a history of fulfillment of the promise.
Author Resource:
Jeff Patterson has been writing articles online for nearly 2 years now. Not only does this author specialize in Customer Service, you can also check out his latest website about
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