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  • 1.  Shout-out to JDS and call to action for other suppliers

    Posted 09-27-2023 12:33

    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
    ------------------------------
    Netsoft Studio


  • 2.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 08:19
    Edited by Shana Beach 09-29-2023 06:33

    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.

    Edited to add: You're right, I totally misread this @Bill Collier! That's what I get when posting before morning coffee.


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

    Netsoft Studio


  • 3.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 08:31

    I have all my large suppliers' account numbers burned into my memory even a few who went out of business years ago - not that I want to lol

    What I love about JDS is when you call, the CSR computer populates the ACCT number (calling from the number on file)

    I barely have to call as we do most of our ordering online

    BTW my JDS acct number is in the low 3 digits lol I wonder what account numbers they give out now.



    ------------------------------
    David Cassens CRS
    Arista Trophies & Awards
    Bergenfield NJ
    201.665.0448
    ------------------------------

    Original Message
    Netsoft Studio


  • 4.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 10:53
    Edited by Bill Collier 09-28-2023 10:56

    Shana - I may have not explained my point as well as I could have. Here's a short version ...

    JDS always knows we're calling and looks up our account without being asked to. My post is recognizing and praising JDS for this practice. Nobody at JDS dropped the ball.

    Many/most of our other industry suppliers ask us to provide our account number, which is an unnecessary step that wastes time for all involved. In my opinion, they should follow JDS' lead and up their game.

    I agree with and was making the point you have in your reply:  "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."  That's my point - JDS does this automatically while most others do not.  BTW, I'm not arguing with you - just clarifying ... you and I are on the same page.



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

    Original Message
    Netsoft Studio


  • 5.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 08:23

    Bill,

    I am piggybacking on your post about online flip catalogs. PDUCAT has what I consider the best. Go to the index click on chapter and it flips directly to it.

    Some of the "1000 pager catalog vendors" are an absolute nightmare, their search features stink.

    I encourage our suppliers to go look at PDUCAT flip catalog. You don't need an account or password to view the component catalog (has no prices listed - thanks PDU for protecting your dealers). 



    ------------------------------
    David Cassens CRS
    Arista Trophies & Awards
    Bergenfield NJ
    201.665.0448
    ------------------------------

    Netsoft Studio


  • 6.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 09:37

    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



    ------------------------------
    Fred Schwartz
    Quality One Engravers Inc
    Rancho Cucamonga CA
    909.989.3898
    ------------------------------

    Netsoft Studio


  • 7.  RE: Shout-out to JDS and call to action for other suppliers

    Posted 09-28-2023 12:19

    I'm with Cheryl on that one, Fred. I can remember those who haven't paid a bill even years later! I could give you a list right now. ;)

    The rest of 'em, I just call up their record in our CRM software and see everything else I need to know about them. Our system isn't nearly as sophisticated (nor is our call volume as extensive) as JDS' but they have certainly set the bar in our industry. We hear the same compliments as yours, Bill, from all of our customers.

    We hear good things about a LOT of the other industry suppliers too. I would say that our industry suppliers are better than most other industries but, heck, with the exception of a couple of years after college, I've never known any other industry! :)

    Thank you for the positive post and the encouragement to all of us to step up our game!



    ------------------------------
    Jeanette Brewer-Richardson CRS
    Engraving Concepts LP
    Arlington TX
    817.460.8122
    www.engravingconcepts.com
    jeanette@engravingconcepts.com
    ------------------------------

    Original Message
    Netsoft Studio


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