BY AMIT MITTAL, Business Coach, Consulting & Advisory
Delivering the right product at the right time at the right place and in the right quantity is the most important function of any business. With the cut-throat competition, delivery mastery will give you an edge to create a competitive advantage and an opportunity to grow further than others.
Delivery mastery helps a business accelerate its growth in innumerable ways. The main outcomes of delivery mastery for your business are
- Increases Efficiency
A strong and structured delivery process increases the efficiency of your business as you will spend less time micro-managing every little detail on each order.
- Building Reputation
Today the companies with the best reputation are the ones leading their industry. Having a strong reputation increases your business’ credibility and provides sustained competitive advantage which ultimately helps you to win business. Making sure that you are getting consistently positive feedback for your products which goes a long way for your business.
- Customer Loyalty
If your orders reach a customer on time, undamaged and the customer is satisfied with your products then without a doubt you can retain these customers. Your customers are likely to remain loyal to you and will also refer your product to their friends and families.
- Maximizing Profit
A good delivery service isn’t just about making sure the product gets to the customer on time, It’s also about ensuring the product isn’t damaged or broken during transit. Utmost care should be taken in the way products are packed; otherwise, you’ll be buried in a heap of complaints and a massive returns pile.
Any goods that do get damaged are your responsibility to replace, which will inevitably eat into your profit. Thus, a good delivery process will ensure more profits.
A good delivery system is the backbone of a successful business.
How to Achieve Delivery Mastery?
Here at MADASKY ActionCOACH, while coaching we use time tested great tools for coaching Delivery Mastery such as Mastery Checklist, Delivery Map PPT, KPI Audits (key performance indicators), KPI selector, KPI Delivery, Measuring and testing to ensure promising results. There are four areas for delivery mastery – Supply Master, Quality Mastery, Easy to Buy Mastery, and Service Mastery. Let us analyse these areas more-
To excel in this area ask yourself the following questions-
- Can customers get what they pay for?
- Can they get it on time?
- Can your company make, buy or deliver the products and services with consistency?
- Are there any Supply Chain Bottlenecks?
- What volume of sales increase can they handle?
The consistency of Delivery is the Goal. Basic Delivery is vital for the growth that is about to come. You don’t want to lose customers through bad delivery. Always make sure you have the proper amount of stock in inventory to ensure consistent delivery of your product and services. There’s nothing more frustrating to a customer than not being able to get what they want when they want it.
There is no way to get a customer back if you can’t deliver what they buy at a standard that they expect. Just delivering what you promise will help a lot of companies grow. Make sure your customers get what they pay for and look into customer complaints for further insights. Answer questions like –
- Where are they losing customers due to low quality?
- What areas do they deliver well and in what areas do they struggle?
Sample checking and inspect the quality of your products regularly to achieve quality mastery.
Easy to Buy Mastery
Make it simple for your customers to buy your products, too many complications will make you lose them, it is important to make it easier for the customers to buy your product and services. Simplify things right through to complex business policies. Have you ever heard, ‘but it’s our policy’? We want it easy to know about. Your product, services, and policies should be –
Easy to find.
- Easy to see/know what you have.
- Easy to pay
- Easy to come back
Using methods like mystery shopping and customer surveys will help you find the limitations in your delivery process and will ultimately help you connect more with your customers.
Now we are ready to look into the customer service. The fundamental factor of service mastery is creating a friendly environment with good services. Note whether you’re losing business based on bad service or not. It is important to train your employees to care and replace those who don’t. Remember the customer is the KING.
Delivery is a key factor of business success; it helps in meeting the demand of its customers and keeps up with the competition. Achieving delivery mastery will give your business a competitive advantage. Surveys have shown that if a business provides a poor delivery service, customers won’t return. It is that important. So, if you’re looking to retain your customers, you’ll want to make sure your delivery process is seamless. Any successful business has to ensure that its products and services are delivered 98% of the time as OTIFIS– On Time In Full In Spec.
We at MADASKY, believe the problems and the solutions go hand in hand, while there is a problem, a solution is a hope that is available and accessible in abundance to all who need it.
Reach out to us and we will help you to overcome your business challenges and grow.
MADASKY Consulting, Business Coaching & Advising.
Visit us: www.madasky.com
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