Don't overpromise. When your
organisation cant deliver,
its many times because; to
honor sales person' commitments
it requires a sequence of ideal
conditions to execute the order.
Be careful, what you commit, since
your 'slightly' shorter delivery
commitment may need disproportionate
efforts at the back end !
Be the first : to know & inform
the customer: You should be
the first person who should know
what's going to go wrong. Develop
contacts within your organisation,
so that you get early warning signals.
If you feel delivery is going to
get affected, give the news to your
customer well in advance.
Track critical items in the delivery.
The strength of the manufacturing
process is decided by the weakest
link. Keep track of the critical
You are the one who should take
a lead & responsibility.
Own up the delay, don't give an
excuse by saying "Our manufacturing
has problems, I had told this order
is very important but still they
did'nt deliver in time". As
a companys representative
you are responsible for the delay.
Customer is not interested in talking
to a postman, who merely forwards
messages to & fro.
What do you do after the delivery
? Even if customer is angry,
after the delivery make efforts
to maintain the relationship. After
all when everything being the same
between the competitors, next time
its the relationship that will make