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sinha.rk.dr@gmail.com
Are your customers nudging you to improve?
We are actually sitting on a gold mine. Our customers often ask us for something beyond what we promised to them. Can you give us an urgent delivery outside the agreed PDP schedule? Can you increase tomorrow’s delivery quantity to double of what we ordered? Teams call these customers ‘nagging’ who have unusual and unreasonable demands.
Should we actually ignore such requests or try to fulfil them instead? These are customer requirements which have gone unmet by all suppliers. These demands are a leading indicator of what our customers value and will demand in future.
Trying to fulfil these requests improves our supply chain capability and gives us a clear edge over competitors.
We must thank our ‘nagging’ customers who keep us on our toes and help us win in the market place!