Customer Service Red Flags in Manufacturing and How to Avoid Them

We’ve all been there. A new manufacturing customer starts out promising but quickly becomes far more trouble than the end contract is even worth. How do you know when to walk away before little things becoming big things that cost your company time and money?

Thankfully, there are a few telltale signs that can help you make that decision. Here are three customer service red flags that every manufacturing company should look out for when working with a new client.

Red Flag #1: Constant Indecisiveness

One big indicator of trouble is the customer’s constant indecisiveness. While it is perfectly acceptable to iron out all the fine details at the start of a new contract, or even at a revision stage, the inability to make firm decisions when necessary can cause costly issues.

The good news is this is actually one of the few customer service issues that you have control over. Make sure you give your client plenty of firm deadlines to ensure they are making decisions in a timely manner. Also, try to anticipate their needs as much as possible. Indecisiveness is usually caused by an inability to envision the final project.  Helping them determine what it is they are asking for can make the process much smoother.

Red Flag #2: Endless Horror Stories About Past Business Relationships

Another red flag to look for is repeated horror stories about working with other manufacturing companies. If your customer repeatedly mentions how your competitors made mistakes or didn’t get the job done, it might be time to rethink whether or not you want to do business with them.

Sure, things happen, but an endless stream of bad reviews means you’ll probably end up on that same list in the future. Save yourself the trouble now by determining whether working with the customer is worth future negative attention with other potential clients.

Red Flag #3: Haggling Over Price

Constant debate over pricing is another red flag to look out for. Sure, having this discussion with new clients during the contract negotiation phase is perfectly normal. But when potential clients keep trying to score a discount, or looks to find flaws in your company’s work in order to receive a lower price, then there’s a problem. Instead, make sure all parties are crystal clear on pricing from the very beginning.

Contact Custom Tool

At Custom Tool and Grinding, we offer year-round tool regrinding, reconditioning, good advice and other services for industrial clients. To find out more about our services, contact us today.