APA Open Community

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.

------------------------------
Bill Collier
Arch Engraving
Fenton MO
314.966.8800
------------------------------

Personally, this is not something I have an issue with. I actually prefer when companies reference my account by account number, since it ensures we're talking about the exact same thing. It's a very professional practice.

In the past, I've called JDS and not had my account number on-hand and they've been happy to look it up for me. Sounds like maybe you just got a customer service rep who was having a bad day or something. Historically I've had very good luck with JDS's customer service, so I'm sure if you reach out with the date and time of your call they can address it with that individual.

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.

Personally, this is not something I have an issue with. I actually prefer when companies reference my account by account number, since it ensures we're talking about the exact same thing. It's a very professional practice.

In the past, I've called JDS and not had my account number on-hand and they've been happy to look it up for me. Sounds like maybe you just got a customer service rep who was having a bad day or something. Historically I've had very good luck with JDS's customer service, so I'm sure if you reach out with the date and time of your call they can address it with that individual.

------------------------------
Shana Beach CRS
Owner
Chase Street Accessories & Engraving
Baltimore MD
833.332.4273 EXT300

Original Message:
Sent: 09-27-2023 12:32
From: Bill Collier
Subject: Shout-out to JDS and call to action for other suppliers

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.

------------------------------
Bill Collier
Arch Engraving
Fenton MO
314.966.8800
------------------------------

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.

Bill,

My wife Cheryl recognizes everyone's voice and even those that call years later and have not paid a bill. Me i have CRS Can't Remember Anything. So, if i answer the phone i may need a history lesson. grrrr

This post is a combination thank you and shout-out to JDS and a recommendation for our other industry suppliers.

Here's a typical call to JDS:

JDS: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

JDS: I see that order. What is your question?

Here's a typical call to many other suppliers:

Supplier: Good morning. How can I help you?

Us: This is ________ from Arch Engraving in Missouri. I have a question about an order we placed yesterday.

Supplier: What's your account number?

It's frustrating (for us) and time-consuming (both for us and the supplier) for us to go find our account number. It's a point of friction that is easily removed. Every supplier has Caller ID. They also have a computer right in front of them. Even if their system doesn't automatically pick up the incoming phone # and pull up the account, the person answering the phone can do a quick search in their system and pull us up by either name or phone #. Instead, many sit there waiting for us to do their job - at least that's been my experience. On multiple occasions when I've asked the supplier to look us up by my company name, I've heard an audible exhale to express their frustration, or I get some verbal push-back. Not good.

By the way, I'm offering this not as a complaint, but instead a recommendation to our vendors for a golden opportunity to improve service and satisfaction. It will also save time for all involved. The vast majority of our industry suppliers offer excellent service. I'm specifically talking about the habit of expecting the customer to provide info that is already right at their fingertips.

I write this fully expecting that some other industry suppliers already have this good approach. I hope some of my colleagues will reply to this post to recognize and praise them. There's no need to identify the ones who don't - I just hope they'll read this and step up their game.

And, it just dawned on me as I'm writing that the next thing I do today will be to get with my own team to make sure we're practicing what I'm preaching.