4 tips for a great customer care in B2B

Zoé Kahn

Too many businesses in the B2B environment have poor customer care. They concentrate solely on fantastic supply and cost saving methods at the expense of this. While great supply and low prices is important, providing immaculate customer care is equally as beneficial to a successful B2B relationship. The below are 4 ways in which you can improve your customer care.

1. Retain your existing customers

Retaining existing customers is far easier than gaining new ones – This is a fact. The work and cost involved in attracting new custom far outweigh that of getting return business. To provide great customer care you should consider how to improve your existing customer’s aftercare. How can you entice them to make a repeat purchase? What can you do to ensure their experience with you was memorable? Maybe you could offer them a discount for bulk purchases or repeat orders?

2. Work on your customer relationship

Crafting a friendly, likable and professional business persona will help your customer relationships. B2B customers do not simply want a low price and a quick turnaround – They want a reliable and informative supplier who they can build a working relationship with. Working on your relationship with customer is vital to retaining their custom.

A strong customer relationship will reap benefits

What can you do to improve your customer relationships? One way is to invite them to regular supplier meetings so you can discuss any problems, and to check you are ticking all the boxes. Another is to invite them for a tour of your premises so they can see first-hand where their products are being made. Give them visibility and transparency to improve trust in your business.

3. Put your customers first

Even if you do not want to, the customer must be put first! As the saying goes, the customer is always right! This should hold true in a B2B relationship, but never to your detriment. Without customers, what do you have – nothing but a huge money pit.

A Customer company will succeed

When making business decisions always consider the customer – how will the decision impact them? Will it improve their experience? If it has a negative consequence, then maybe it is not a good idea. The customer should come first in every aspect of your business. How can you improve your service to them? How can you improve your products to ensure your customers generate sales?

4. Take customer complaints seriously

If a customer makes a complaint, it is usually for a valid reason, especially in a B2B environment. The worst possible thing you could do is to dismiss that complaint. If you dismiss it, your customer will become disgruntled and possibly consider alternative suppliers. Even if the complaint seems trivial, it is your duty to deal with it in a professional and timely fashion.

Every complaint should be dealt with

Maybe there was an issue with the quality of your goods? Maybe a delivery arrived late? Maybe you sent an invoice through too early? Whatever the complaint, to ensure you maintain a happy relationship with your supplier, you must rectify the problem! If you resolve the issue in a timely manner, your customer will have renewed faith in your business.


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