Let me me begin with this statement: I don’t believe in multi-tasking. Concentrate and get stuff done, when possible. By possible, I mean “not having to wait on someone else.” That is, don’t get distracted by the shiny things in your email inbox or Ted at the water cooler. OK, now that’s out of the way let’s cover the next part of the Five Love Languages of B2B supply chain: Responsiveness.
Some of your customers will need a certain level of responsiveness from you. Call them high-touch, high-maintenance, or inexperienced. In any case, once you notice you have a group of this type of customer then you’ll need to learn more. These customers need someone to be “there” for them, through thick-and-thin. If your company is agile and has the ability to respond to various customer needs, then you’ll win “Responsiveness.” This could mean expediting an order after they already told you that the standard lead time was OK; this could mean answering the phone after just one ring. It could mean a lot of things, so it will be your job to understand what type of “Responsiveness” a group of customers expects.
Don’t, don’t, don’t get caught not-knowing about your customers’ love languages! Read back on my previous posts on this topic and PLEASE start to think about the types of customers you have.