An Under-utilised B2B Client Satisfaction Tool

B2B Client Satisfaction

Customer satisfaction is too important to ignore, especially for B2B companies. Here’s a tool equipment dealers may not have thought of yet, for satisfying client needs and building loyalty.

Any equipment manufacturer, wholesaler or reseller knows that the happiness of their clients is one of the most important things keeping their business going. The appropriately named survey company, Customer-Satisfaction, says that 91 per cent of unhappy clients will never purchase from you again, so client satisfaction is certainly worth significant consideration.

We only have to look at the recent trials and tribulations of Dick Smith to see how vital customer satisfaction really is. In January, the iconic retailer announced it was going into receivership after nearly 50 years in existence. Whilst the reason for Dick Smith's collapse is the subject of a Senate inquiry, the company’s dismal customer satisfaction ratings certainly didn't help the embattled retailer.

Roy Morgan's research shows that Dick Smith's customer approval ratings were noticeably below their biggest competitors. Betta Electrical had a 93% customer satisfaction rating, JB Hi-Fi recorded a score of 91%, and the Good Guys a reasonable 90%. Dick Smith was considerably below at 82%.

Considering that nine-tenths of clients might not come back after a poor experience, one might say that client satisfaction is pivotal to retaining loyal repeat customers and therefore business success.

The need to nurture customer satisfaction to build loyalty is not exclusive to business to consumer (B2C) retailers. In fact, it is arguably even more important in the Business to Business (B2B) space.

Finance – an under-utilised client satisfaction tool

What might not be immediately obvious to B2B equipment suppliers, is how offering their goods on finance can help with client satisfaction and brand loyalty.  

As your clients’ budgets become tighter, giving them a cashflow friendly, tax effective payment plan for the equipment they need now will go a long way to keeping them happy. Including service and maintenance in the finance plan ensures that your equipment is operating at optimal capacity, providing your client with a positive brand experience.

Considering that nine-tenths of clients might not come back after a poor experience, one might say that client satisfaction is pivotal to retaining loyal repeat customers and therefore business success.

If you partner with an experienced, reputable finance provider (like yours truly) you are able to offer your clients a fast and simple finance application process, eliminating the need for them to source their own funding – saving them precious time and a lot of hassle.

Offer your clients a complete solution and they will never need to go anywhere else.

The team at Classic is here to help you do just that. Contact us on 1300 780 895 for more information!