“We’re sorry, but your order is a little backed up. Rest assured, we are working hard to get your materials delivered as soon as possible.”
Does this sound a little too familiar?
There is a limited supply of raw supplies and finished goods around the world. From construction to retail, every industry is experiencing delays, shortages, or cost increases in some way. When we assess the cause of these widespread roadblocks, we find that there is no one answer. Several factors are at play.
First, the labor market is in a difficult situation as managers deal with staffing challenges that cause delivery delays for most businesses. With companies struggling to keep staff in midst of their changing work environments, there are not enough hands to make and ship the supplies essential to creating goods.
The delay of basic supplies or lack of supplies has resulted in unprecedented challenges for salespeople and consumers. Salespeople are trying to sell from empty warehouses or assure customers that they will receive their orders despite delays.
If you operate in the service world, the current challenge is determining your business model. Should your business go completely virtual? Is it safe to pursue a hybrid model? These are the new questions leaders must ask themselves to move forward.
In addition to salespeople, clients are feeling the effects. Their materials are more difficult to acquire, and there is uncertainty about the quantity available in the future. When customers know supply is limited, it can increase bulk orders and further stretch the already thin supply.
What can you do to manage the situation?
Now is the best time to be real, honest, and positive with your clients and future prospects. The situation will improve, and the customers will remember the organizations they can trust. This is the perfect time to build loyalty and relationships through expert communication and sales processes. It requires solid listening skills, such as asking questions, taking on the real issues, and affirming what you’ve heard.
You must be a part of the solution, not the problem.
It’s a complicated situation, yet complete transparency seems to help. It goes a long way with your customers, and they are more likely to stick with you rather than flee to the next supplier. Other than transparency, what else can you do?
Be straightforward with your buyers and give them options even if they are unpopular or unprofitable. This may seem hard, but it will create a bond that can last beyond the current crisis.
The opposite of this is trying to fit every request into a box that no longer exists, leaving the buyer feeling frustrated and confused. Misleading the buyer or leaving their problem unresolved will ultimately destroy the trust, which is the foundation of future business and referrals.
Talk about their needs, budget, and timeline. Most reasonable clients know that the sales rep isn’t the one stopping the delivery. Once you can move past their initial disappointment, you can begin to work on solutions and opportunities they have not considered yet.
Things will change and slowly improve. Your clients will remember who solved their problems, listened, and built trust through their communication. Your employees will remember who invested in them, supported them, and built their confidence. Now is the time to make the most of these unprecedented opportunities.
