b'Order Management: The Devil is in the DetailsWHEN SOMEONE orders something from you, they want thening to end. This way we have checks to make sure process to be smooth and trouble-free. As the seller, youthat everything flows the way its supposed to. Once its do too. As far as order management goes, the devil is inall done and checked off on the board, you can see if the details. everythings been covered off or if theres something left Standard operating procedures are key to providing aoutstanding that has to be good customer experience. Over the years Ive developeddealt with.a number of these procedures, all born out of experi- Theres no one-size-ences Ive had that have taught me how to provide thefits all approach to order best possible experience for whoever is ordering a piecemanagement. Follow of equipment. the above general stepsKnow exactly what the customer wants. Theand youll ensure a better you know your customers needs, the better youseamless experience can fulfill those needs. Ask them lots of questions. Learnfor the customer and all you can about what they need and why they need it.your staff.The more you learn from them, the better you can antici-pate what they require. Lay it out for them. Our job is to give them every-thing they need on a silver platter. Thats a good buying experience. This is their machine, custom built for them. This is your chance to really showcase what you can do for them. Double-check everything. After ordering the equipment, we dont just give it to the customer. We dou-ble-check all parts and cross-check them with our order list. If the customer gets the wrong part, that can nega-tively affect their image of you, and thats not something you want them to remember. Ensure they have all the details. When the customer receives the equipment, it has to be installed. The electrician is going to want to know how many motors there are. Whats the horse-power of each motor? How much air does each piece of equipment need? Is it fixed speed or variable speed? We know all these questions are coming, so we give them this document outlining the specs on each individual piece of equipment that theyve bought. Debrief your staff. After every order is completed, its crucial to review everything and find out what worked and what didnt. We have white boards on our wall that we use to outline everything that happened from begin-VINCE MORRANINSIDE SALES, NEXEEDvmorran@nexeed.ca | @NexeedInc | nexeed.caNOVEMBER 2021 GERMINATION.CA 31'