Commentary: Use 'Smart' Phones in Smart Ways - Modern Distribution Management

Commentary: Use ‘Smart’ Phones in Smart Ways

What’s the best way for a distribution salesperson or anyone who has customer contact to really tick off a customer or prospect? My bet goes on the stupid phone. Whether it has email capability or not, what better way to tell a customer they are second best by answering your phone or checking your email in the middle of a conversation? Or better yet, in the middle of an order!


We’ve all gone into a retail store, waited in line, and then got bumped off by the person who happened to call in just as we were getting served. Do you have a customer service policy that has been updated to include whatever type of mobile technology you are using today? At one level, it is a basic training issue that many people simply don’t think about as these devices increasingly become second nature.


This is not a diatribe against technology. In fact, as the lead article in this issue outlines, mobile technologies are offering some critical advantages. The costs to connect have come down. Companies that aren’t putting the tools in place to increase the visibility, access and knowledge about customers and suppliers across the entire organization are going to drop more balls and lose more opportunities than those who do.


But consider training on how to use these tools responsibly. And it goes beyond courtesy and manners. One salesperson related how his mobile device is great, but it has taken away some of his time between customers when he would consider thoughtfully how best to approach the next call. He missed that downtime to compose thoughts and create strategy. Instead, he’s on the phone juggling ten other projects. Somewhere there’s a balance; managers need to create the right target to shoot for.


“Smart” phones are great, but only if they aren’t used in stupid ways.

Share this article

About the Author
Recommended Reading
Leave a Reply

Leave a Comment

Sign Up for the MDM Update Newsletter

The MDM update newsletter is your best source for news and trends in the wholesale distribution industry.

Get the MDM Update Newsletter

Wholesale distribution news and trends delivered right to your inbox.

Sign-up for our free newsletter and get:

  • Up-to-date news in a quick-to-read format
  • Free access to webcasts, podcasts and live events
  • Exclusive whitepapers, research and reports
  • And more!

2

articles left

Want more Premium content from MDM?

Subscribe today and get:

  • New issues twice each month
  • Unlimited access to mdm.com, including 10+ years of archived data
  • Current trends analysis, market data and economic updates
  • Discounts on select store products and events

Subscribe to continue reading

MDM Premium Subscribers get:

  • Unlimited access to MDM.com
  • 1 year digital subscription, with new issues twice a month
  • Trends analysis, market data and quarterly economic updates
  • Deals on select store products and events

1

article
left

You have one free article remaining

Subscribe to MDM Premium to get unlimited access. Your subscription includes:

  • Two new issues a month
  • Access to 10+ years of archived data on mdm.com
  • Quarterly economic updates, trends analysis and market data
  • Store and event discounts

To continue reading, you must be an MDM Premium subscriber.

Join other distribution executives who use MDM Premium to optimize their business. Our insights and analysis help you enter the right new markets, turbocharge your sales and marketing efforts, identify business partners that help you scale, and stay ahead of your competitors.

Register for full access

By providing your email, you agree to receive announcements from us and our partners for our newsletter, events, surveys, and partner resources per MDM Terms & Conditions. You can withdraw consent at any time.

Learn More about Custom Reports

Request a Market Prospector Demo

  • This field is for validation purposes and should be left unchanged.