Good post today from Susanne about problems with distributors.
This is something I have had to learn lots about over the last couple of years as I’ve become more involved on the business side. It’s very frustrating when your account manager isn’t tuned into your needs.
An example of bad management happened recently. I’m not going to be naming names so we’ll call them “Dist X”.
We have had a couple of calls and emails recently from Dist X asking why were hadn’t been using them much.
First thing is we had the same thing about six months ago and we told them some of the issues were
1) Everyone else gives us better credit facilities than you
2) We don’t even know who our account manager is!
So we got our credit facility updated and an account manager was assigned to us. This account manager then hounded us for an order. Letting us know the “offer of the day” and generally being a bit of a pain.
We had a small order to make so thought we would give them a go.
This is where it got even worse. Once we had placed the order the account manager did a disappearing act. Then we got our goods, but we also managed to get an Exchange 2003 media kit we hadn’t asked for. The invoice for this arrived so we asked the account manager to sort it out. They wanted us to fill out lots of paper work to return the item. The guy in charge of our purchasing wasn’t impressed with his staff having work created for them when it wasn’t their error. The account manager eventually told us to dispose of the media kit as it wasn’t worth arranging a collection. We then couldn’t fill out their returns paperwork as they wanted a serial number from the product.
I’m not entirely sure where we are with this now but as a first order they didn’t really do themselves any favours.
As Susanne said we are the small customers but surely we deserve better?