In the best of worlds, your order of linear system components will arrive on time, undamaged and adjusted to specifications. But in reality, no one is infallible. Mistakes happen, and orders can be incomplete, damaged or incorrect. It happens to everyone, no matter how careful and quality-conscious they are. It is valuable to have an overview of how your supplier handles complaints since it can differ between companies. It impacts how well you can fulfil your promises to your customer.
A well-handled complaint is worth its weight in gold
The ability to rely on delivery notifications is fundamental for you to stay on schedule. Therefore, most suppliers work hard to avoid errors or delays. Sometimes an accident happens, or a mistake is made. You had ordered 100 ball screws, but only 70 were in the shipment. Or three of them were the wrong length.
Everyone makes mistakes, so for that reason, it may be interesting for you to try to find out how different suppliers view and handle complaints. The goal is always a flawless delivery. But if something goes wrong, well-executed complaint handling is extremely valuable and can strengthen the trust in your supplier.
The basis of all successful complaint handling is communication. You want to get answers on how the problem should be solved, when it is solved and preferably avoid having to spend time in telephone queues or feeling questioned. On the contrary, you want your supplier to be proactive and get in touch when something happens that potentially can cause a deviation. Because when you have communicated the delivery date to your organisation and the customer, you want to be able to quickly reach out with changed information. This requires your supplier to be fast in terms of feedback. Communication must be clear, fast, honest and transparent.
How do I know how a complaint will be handled?
Knowing in advance how a supplier will handle a complaint is not simple. There is no point in asking the company because they will likely claim that they are fast and proactive when handling complaints.
Often you get a feel for it during your initial contact with the supplier. Start by requesting a price or a quote. If you get answers quickly and they seem to be on point, it is a sign that they are fast and service-oriented. This will probably also apply to any complaints.
You can also ask around in your network and hear if anyone else has experience working with them. It usually turns out quickly if they live up to their commitments.
Choose a supplier that understands the importance of complaint handling
Another important factor is how the supplier works with its manufacturers. Some suppliers let all components ordered from external manufacturers pass through their operations before delivery to the end customer. That way, they can check the quality and that everything is correct. They also have clear routines for the production staff to report deviations if the quality delivered is not up to par.
Some suppliers also have a special department dedicated to managing complaints to handle them as quickly as possible. It does not have to mean that they have more deviations than others, but rather that they take the problem seriously.
But most important is your supplier’s attitude. Do they understand that you need your components and have a customer to deal with? Do they trust or question you?
A supplier that handles complaints well is focused on helping you, without thinking of what is easier for them. They put their energy into solving the situation that has arisen in a way that allows you to keep your promises to your customer.
