Hard sell and lack of experience are top supplier turn-offs for UK businesses
A new survey has revealed that UK businesses are being let down by bad supplier practices.
In the last six months nearly half (47%) of businesses have been left frustrated by a supplier failing to provide a quote as promised. Pushy ‘hard sell’ tactics (44%), and inexperienced suppliers failing to answer their questions (37%), came a close second and third in a catalogue of basic and avoidable errors that are, arguably, in turn hindering the UK’s economic recovery.
The survey was carried out by Signs Express, the UK’s largest sign company; which commissioned an independent research company to poll more than 1000 businesses in the UK.
Craig Brown, managing director of Signs Express, says: “This survey flags up some quite shocking statistics. Considering that today’s business world is facing so many challenges it is surprising that so many suppliers are behaving in a way that is unprofessional, unhelpful and that clearly alienates the very businesses that they need to attract. Suppliers need to stop letting down businesses if the economy is to get back on its feet.
“On a positive note, the survey also revealed that three quarters (75%) of UK businesses believe it is important to ‘buy local’ when it comes to purchasing goods and services. This is excellent news because it clearly shows that businesses want to support their local economy.
“We hoped that this research would help us to better understand the priorities and concerns of UK businesses – our customers – and of course to gain insight on their opinions and needs regarding signage and graphics. However we were really surprised by the statistics generated in the area of really poor basic levels of customer service being delivered by suppliers.
“As a supplier ourself, one that strives for excellence in all areas of customer interaction across our network of over 75 centres in the UK and Ireland; these results have really been a wake-up call that we all need to continue to pull our weight when it comes to delivering outstanding service. These reports of hard selling, of not delivering quotes a promised and not answering questions have the potential to cause serious damage to businesses’ bottom lines and the economy as a whole,” concludes Craig Brown.
For more information about Signs Express visit: www.signsexpress.co.uk
Marketing & PR Manager
Signs Express Ltd, Franchise Headquarters, The Old Church, St Matthews Road, Norwich, NR1 1SP
Notes to editors:
With over 75 centres nationwide, Signs Express is firmly established as the UK and Ireland’s leading signs and graphics franchise. Launched in 1989 Signs Express has developed into a first class signage business and franchise network serving the length and breadth of the UK as well as the Republic of Ireland.
A member of the British Franchise Association, Signs Express is uniquely positioned to provide a wide range of signs and graphics to businesses both large and small. Enjoying a national reputation for providing quality products and supreme customer service, Signs Express combines total coverage with local knowledge to offer its clients the most effective sign solutions.
Signs Express National Business Survey headline results:
The following data is derived from 1000 businesses polled.
Q) Which of the following have you experienced over the past six months? Select all that apply
Supplier not providing a quote as promised
Supplier trying to push a sale with 'the offer ends today' or similar
A clearly inexperienced supplier who can't answer your questions
A bill has exceeded the estimate supplied
Supplier turning up late for an agreed appointment
Supplier not turning up for an agreed appointment
Supplier not bothering to find out anything about your business
Supplier behaving in an over-friendly/inappropriately familiar manner
Supplier looking scruffy or unprofessional
None of these
Q) What frustrates you most about suppliers? Select the three that are most important
Hard sell: Trying to push a sale with 'the offer ends today' or similar
When they are clearly inexperienced in their own trade and can't answer your questions
Not providing a quote as promised
Not turning up for an agreed appointment
Exceeding their estimate
Ill-prepared: Haven't bothered to find out anything about your business
Turning up late for an agreed appointment
Acting in an over-friendly/inappropriately familiar manner
Looking scruffy or unprofessional