How to handle customer service for your wholesale business?

Wholesale business are the ones that sell goods in bulk at a discounted rate to retailers, who then mark their buying costs in an effort to make maximum profit when selling those products to consumers. And, living up to their customers (retailers – to whom you sell products) expectations is the key to the success of any wholesale businesses.

With more and more people jumping into the wholesale industry, competition has increased. And, the only factor that will help you stand out from the crowd, is customer service. As, a wholesale business owner – offering an excellent service to customers is cost-effective than to find a new one. Therefore, it becomes crucial for wholesalers to provide a unique customer service by proactively fulfilling your customer’s needs and exceeding them, every time.

The following are effective tips that will help you focus on the most important elements of customer service for your wholesale business:

– Returns

This is one of the most influencing factor for retailers to confirm business with you or not. Ensure you design generous terms for returns because there may be times when a retailer wants to return products that they are unable to sell or the ones that have been returned by their customers. Allowing retailers an ability to return products will develop trust in their mind, who in turn will choose you brand whenever they wish to purchase products for their retail stores.

– Order availability

Not being able to provide products to your customers even for once, can prove to be harmful for your wholesale business’s brand value. Retailers need to live up to their customers expectations, and if they do not get products from you in time, they’ll instantly jump to one of your competitors who can provide them the products. Make sure you have a system in place to secure and track customer’s purchase history which will make it easy for you to understand their buying pattern to ensure that you have products available all time.

– Favorable prices

Every retailer will prefer wholesalers who allow them to purchase products at a rate that could fetch them profit when selling their customers.  Pricing your products at a favorable price for your customers will continue to bring good leads for your wholesale business.

– Offer delivery flexibility

Some retailers will prefer to procure the entire purchase order in one go, while others would like to procure products in parts as per their need. Therefore, allowing retailers an ability to procure products in a flexible way will help you offer a seamless purchase experience whenever they shop from you.

– Allow retailers to place order at their own convenience

Tracking your customers purchase pattern becomes very important, but allowing them a space to place an order at their own convenience is even more important to build a strong and understanding relationships with them. As many other wholesale businesses, you may have a wholesaler pattern, but allowing customers to place an order as per their schedule will make for a good customer service.

– Fulfil order in time

Retailers who place an order for products will expect that they are delivered on time as per delivery date mentioned in the purchase order agreement. Accepting their purchase orders, but unable to deliver products to retailers when they require, will create a bad brand image for you. I’m sure you won’t like it? The best and the simplest way, is to take only those orders that are available and you can be sure to fulfil them in time.

– Be in constant touch

Interacting with retailers only for business purpose will not help you gain a competitive advantage over other, instead you should offer something unique. Personalization is one of the trending factors when it comes to offering an ultimate customer service. Being in constant touch with your customers will help you build a strong relationship while you offer them personalized customer experience.

– Loyalty program

You start receiving purchase orders from retailers, and you realize a repeat pattern from few of them. Targeting those retailers with a loyalty program (that can include additional shipping discounts, bulk discounts, etc.) will help you not only retain them, but also they are encouraged to spread a good word about your service and brand.

– Be  available 24*7

Retailers have their online stores running day and night, hence their demand is unpredictable. Knowing this, it becomes important for your as a wholesale business owner to be available for them as per their need. Always remember, saying “NO” to retailers creates a bad reputation, however making your service available 24*7, you don’t need to worry about it.

Wrapping up

Customer service in a wholesale business is very important, because keeping your customers happy will make you a lifetime of sales!

Savio Fernandes

Savio Fernandes

Savio Fernandes is a writer who influences. Writing for over three years at Orderhive, he is currently focused in offering eCommerce and retail solutions for start-ups and medium business owners.

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