What Is an Effortless Experience?
Willington Nameplate provides an effortless experience by being a solution-driven partner to our customers, employees, and business associates.
What Is An Effortless Experience?
According to Gartner, Inc., an American research and advisory firm focusing on business and technology topics, companies that reduce customer effort — like minimizing repeat contacts or simplifying issue resolution — see higher loyalty and lower service costs. 94% of customers with low-effort interactions intend to repurchase, compared to just 4% with high-effort ones.
To that end, every department has its own way of providing an effortless experience. For the Customer Service and Business Development department, streamlining the ordering process marks the beginning of the Effortless Experience.
Our proactive approach to delivering excellent customer service minimizes unnecessary back-and-forth conversations by securing details at the time of order placement. Training our team to be subject-matter experts enables them to field questions and respond to issues before they arise. We have created a checklist of “must-haves” that help us provide an effortless experience for our customers. Once we have the necessary information, your involvement is limited.
A Few Things We Need From You
- a purchase order clearly stating the part number and revision
- a purchase order that reflects current pricing from a quote given within the last 90 days, with applicable fees included
- a legible blueprint with corresponding specifications
- finishing specifications or coating needed
- material and alloy of the base part (material hardness, if applicable)
- thickness and tolerance requirements
- size and dimensions of the part
It is essential to include all of these specifications at the time of your order to avoid confusion and delays.
Read more about the requirements we need by clicking on our article, How to Reduce Lead Times.
What Customers Want
- Vendors that understand my industry and anticipate any issues
- Current Compliance and Quality Certifications
- Subject-matter experts who know the ins and outs of their business and mine
- As a repeat customer, I just want to send in a P.O. and receive confirmation of the ship date. Beyond that, I don’t want to start from scratch with every order.
What Customers Don’t Want
- To keep checking in to see that the job is on track
- To have to ask twice for an update or wait longer than 1-2 days
- Radio silence if a problem arises. I expect immediate communication with solutions already underway.
To download a pdf of the infographic below, click here:
