How can LPS compete against the likes of Thermo Fisher and Avantor/VWR? Many of our long-term clients know the answer: We communicate better.
What is the optimal level of customer care?
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The seller must know and understand his buyer’s needs intimately.
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Buyers expect the seller to respond to their needs promptly (goal: immediately.)
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Buyers expect someone on the selling end to be personally responsible.
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The buyer/seller relationship, where possible should be on a first-name basis.
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The seller should be looking out for the customer’s interests proactively.
Achieving the optimum level of customer care in the digital age
We now have more ways to communicate with each other than ever before:
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Face-to-face
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Smoke signals (being phased out due to EPA regulations.)
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Mail
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Telephone
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Fax (does anyone still fax?)
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Text Messaging
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E-mail
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Instant messaging / live chat online
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Any / all of the above
What method do you prefer? It really depends on the subject. If you want to place an order, you may prefer to do this over the phone (admittedly rare, but sometimes required if you are concerned about your credit card security), but most likely you will send the order to the vendor electronically. You may send a PDF copy of your P.O., or order online on www.labproservices.com. If you forgot to order, and you are in jeopardy of shutting down your lab because you don’t have the products you need to do the analysis, then you probably want to speak to someone by phone. And if you were on a first name basis with that someone, you would probably feel a lot more comfortable knowing that your problem would then be their #1 priority. And if you could get the SAME person on the phone if you had to call back, wouldn’t that be great?
LPS Website Makes Ordering Easy
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Each client has their own custom catalog.
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The need for quotations is eliminated. All customer items are assigned a unique part number and the net price is shown online. No expirining quotes!
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It’s free!
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It is reliable – two-way email notifications mean no order will slip through the cracks.
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It communicates to us all of your requirements including:
a) When you need the product
b) Your P.O. number
c) Any quotes or special offers you may have received from the vendor
d) Any special instructions you may have for us
e) It provides us both with a complete record of all of your transactions. In other words, METRICS.
Other ways to communicate with LPS
Here are some options that you may not have considered:
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Do you use Instant Messaging? Use our chat feature on the website! If operators are busy, leave a message and we will respond promptly.
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Call us on the phone! Lisa can be reached at 865-622-5322 and my number is 865-622-5321. Got a question regarding your bill? Call Brenda at 865-622-5323. We are available from 9 – 5pm, Eastern time.
Summary
Our goal is to be the easiest place for you to buy supplies for your business. This starts with knowledgeable people who speak the language of the lab. It is enhanced by those people responding to your requests promptly. And it is fulfilled by the relationship and trust you will develop with us. How can we serve you?
