When your customers need new foodservice equipment, time is of the essence. Whether they’re replacing a worn-out piece of equipment or upgrading to a new energy-efficient model, they’re looking to you to fulfill their orders — fast. But, they’re looking for more than just that. Since you’re the product expert, they expect you to provide problem-solving and outside-the-box solutions that’ll point them toward the right products to order.
To make sure you’re providing five-star service and getting orders right, follow our five-ingredient recipe for success!
1. Unlock customer needs
First and foremost, take the time to understand your customer’s business inside and out. Find out what they’re serving, who they’re serving, their volume of business and even what their frustrations are. Talk with them to figure out their priorities and equipment must-haves. By understanding their needs, you can recommend the right equipment.
2. Guide the buying process
Once you’re clear on your customer’s needs, guide them through their equipment options to find a fit that’s just right. By doing this, you can eliminate any trace of doubt before they commit to an order, and better yet, you can ensure customer satisfaction once the equipment arrives. This means fewer returns, and happier customers. After all, accurate ordering isn’t just about the submission process. It’s also about connecting your customers with the right products!
3. Know where to turn
As you help your customers find the best solutions for their needs, questions will inevitably come up. Don’t let these slow down the ordering process. Get the answers you need quickly by leveraging our buffet of Hatco resources. Refer to spec sheets and manuals on our product pages to confirm equipment details and features. Check out our video library for product demos. Chat up our support teams via our online messaging tool. And last but not least, stay up-to-date on market trends and service tips by watching for the Hot Bytes newsletter which is mailed to your inbox quarterly. Not only will these resources make you more valuable to your customers, but they’ll help you get your orders in faster so your customers aren’t left hanging.
4. Double-check discounts
Everyone loves a discount, right? If your customer is eligible for one, that’s great news to deliver, but get the price right. Hatco’s helpful Customer Service Reps can help you confirm the discount through the chat option on the website, or through the Support Web Portal. When you’re applying discounts to an order, double-check your math. To ensure your order goes off without a hitch, apply the accurate discount amount, otherwise you may run into delays. And the last thing you want is a delayed order due to a discount gone wrong.
5. Get to know our products — in person
To provide the most value to your customers, stay up-to-date on the latest product innovations so you can make product recommendations and be the ultimate resource. Visit the Hatco booth at industry trade shows to see our products in action. This hands-on experience is the best way to get to know our products inside and out. Talk with the outside sales team to find out about the latest and greatest Hatco equipment on the market, and take note of equipment that may suit your clients’ specific needs.
Savor the rewards of a happy customer.
As the saying goes, a happy customer is a loyal customer. If you provide first-class customer service and submit orders correctly, you’re sure to have satisfied customers, and as a result, repeat customers. And with that comes more leads, referrals and commission.
To make sure you’re at the top of your game, don’t miss out on our Hatco rep training sessions. Register here for Hatco Training School!
