"Let's face it, you are difficult to deal with." This was actually said to me by a local supplier over the phone. This was after I emailed him, asking what was going on because his customer support people were not responding to us on quote requests. We were completely being ignored by them. Now you might say, well, if you are difficult to deal with, maybe they just don't want to do business with you. Thankfully I dug a little deeper, and bit my tongue until it was bloody, and what he was saying was that trade show exhibit providers are difficult to deal with. I can agree with that, (sort of).
Here is what I will tell you about Total Displays, and about our industry.
- Our industry is the most deadline driven industry I have ever seen
- Total Displays is NOT the reason we have to place rush orders
- Some exhibitors like to wait until the last minute to place their orders for displays, graphics, furniture etc. (more on that later)
- Mistakes can (and sometimes will) happen. We understand that and only ask that we all work together to make it right.
- In a prior career, before joining this crazy industry, I was paid A LOT of money to help people with procedures and process. It is a passion of mine.
- The trade show industry as a whole is in recovery mode and needs some compassion and patience
- Every single person and every single business in our industry is experiencing longer lead times on products and services than have ever been seen in this industry.
Now, for the advice. Everyone is stressed. I know some of our suppliers are working 16 hour days to meet demand. I know other suppliers, that seem to go home at 5 o'clock, take vacations and don't seem to have a care in the world. What is the best way to limit the stress when production and manufacturing facilities are overwhelmed with orders?
Some unsolicited high level advice. 
PROCESS. You know the age old, work smarter not harder.
At least 3 times just this week, I have had suppliers complain about the way we are handling orders or doing business. My answer will always be, then create a process/procedure for us to follow and we will follow it.
People have such a tendency when they get busy, or stressed to abandon procedures. The process is too hard, it is too labor intensive. Now, don't get me wrong. I have worked with many clients that had ridiculous and labor intensive processes that need to be streamlined. But I can guarantee you, no matter how ridiculous a process seems? If you don't follow it when you are busy it will create chaos and more work on the back side.
Every time you cut a corner, you likely will have to go all the way around the block at least once to make up for it.
COMMUNICATION. Don't make clients chase you for updates and/or answers. If something comes up, if you think you are going to miss a deadline? Be proactive in your communications. Acknowledge emails. COMMUNICATE! On the flip side, sometimes no news is good news. Don't pester a supplier every day with the same timeline questions expecting a different answer than the one you got yesterday.
HIRE A PROCESS CONSULTANT
Everyone can gain insight from hiring an outside consultant. Honestly, they don't have to know your industry. Sometimes it is helpful if they don't. When you try to redo your own procedures? You are often too close to it to really be objective. The biggest question a good consultant can ask is why? Why do you need that piece of paper, why does that job have to stop in the process for that step, why do you have 10 people touch that order? So many more!
If you want to chat process or explore hiring a consultant to review yours and make improvement recommendations? Email: sales@totaldisplays.com or call 952-941-4511.
If you like what you read, please share it!
====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.
====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.
Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/ or check out our website at www.totaldisplays.com
No comments:
Post a Comment