Poor customer service is frustrating, but it’s also reminder of why customer satisfaction is a priority at Z-AXIS.
From long lines at the store to phone trees that send you in circles, customer service seems to be in short supply these days. Here at Z-AXIS, we feel it, too, both in our personal and professional lives.
That’s why we’re sharing a few examples of what we face – and how we do things differently for our own customers.
No Response to RFQ
Z-AXIS buys most of its electronic components from distributors, and sometimes we don’t get a response when we send one a request for quote, or RFQ. When you contact us, however, we try to respond on the same day, even if it’s just to say that we’ve received your RFQ and will get back to you.
Requested Date vs. Promise Date
When we order electronic components, we sometimes discover discrepancies between our requested date and the vendor’s promise date. They’re hard to spot on a multi-line PO confirmation, and vendors who use automated messaging instead of personal communications put that burden on a customer’s shoulders.
At Z-AXIS, we do things differently. If we can’t meet your requested date, we’ll tell you plainly – and not at the last minute. We use email, of course, but we also pick up the phone and call. And if you need to call us back, you’ll talk to a real person instead of a phone tree.
Delivery Date Moved Without Notification
Another challenge we face is when a vendor moves a delivery date without telling us. The new date might be available through the vendor’s website, but how would we know to look for it? That’s why when you work with us, we make sure you’re aware of any changes.
Price Increase on Open PO
Price increases against an open purchase order are another unwelcome challenge. An open PO is a contract, so we issue blanket POs that let us lock-in lower prices for larger volumes. When a vendor doesn’t honor this agreement, it increases our costs both unfairly and unexpectedly.
Yet Z-AXIS doesn’t pass along the increase to our own customers. That wouldn’t be right. In fact, we recently had a customer respond to a quote we sent them three years ago. We’d since issued a new quote for a lower cost, and we told them we’d honor the lower price instead.
Allocation
Allocation is another issue. It happens when a vendor agrees to take our order but later says they don’t have what we need. At Z-AXIS, we’ll tell you if we can’t fill an order, or if you’ll be better served by looking elsewhere. In fact, we’ll even point you in the right direction.
Vendor Systems with Innaccurate Information
Finally, vendor systems that don’t have accurate information about what’s in stock or when it will be delivered can be challenging. Technology is a tremendous asset, but we always remember that it’s a person – and not a computer – who’s doing business with us.
Find Customer Service That Puts You First
Are you looking for an electronics contract manufacturer who will put you first? Contact Z-AXIS.