Description
Modules
Supplier Values, Ethos & image
Supplier Values, Ethos & image covers fairness, ethics, openness, quality, client interface, delivery & sales.It is crucially important that your clients understand that your own company has an impressive set of values and an ethos to be admired which distinguishes it from the competition.
Your company may already have these attributes which are well documented and used in the sales process. Alternatively, your company may have such values and ethos but they are not documented or possibly not even thought about or realised.
Or, they just don’t exist in any form! In which case this subject needs to be given swift and careful thought, and debated/workshopped/brainstormed by key members of your organisation.
A clearly defined set of values needs to be established and conveyed to all colleagues & clients. They will also need to be incorporated into the sales process. In time, these values will become part of the fabric of your company, part of its culture. However, you can’t just make them up!
Total Checks & Tips: 54
“your company’s values, ethos and image will be the foundation for business excellence”
The Client
The Client includes client psyche, culture, expectations, critical success factors and how to deal with difficult people & avoid potential problem situations.Without a satisfied client you have nothing …………… apart from maybe an opportunity to turn the situation around if there have been client management changes or there is a newly-appointed supplier account manager.
Client managers & client staff are human beings, they have good days & bad days just like you and me! They have pressures inside & outside work. Some are in the wrong job. some are just not up to it. Some are on the way up, others on the way down. Then there are those that are just plain difficult, who’ve got attitude – probably the worst of the lot because many are more than capable but just make things very uncomfortable for others.
However, no matter what these people are like, you have to work with them. You have to get onto their level and develop a sound business relationship, regardless of how difficult it may be.
Also, everyone must be fully inducted before they start working for any client which will include client history, relationships, culture, protocols, dress code, security (client site, themselves, their work), organisation charts, contact details, difficult/problem people, do’s & don’ts, etc., etc.
Total Checks & Tips: 52
“a stubborn resilience, determination & professionalism will eventually win through when confronted with unpredictable client behaviour”
