Spring 2018 Hardlines Strategies

ASK THE EXPERT

Ready to Answer the Call The Importance of Good Customer Service A sk any Blish-Mize customer what they enjoy about

“When I call in, they know me by name,” a customer might say. Or, perhaps they’ll tell you, “They can always answer my question or help me resolve an issue—and if they can’t, they’ll tell me who can.” To learn more about the superior customer service Blish-Mize is known for, we spoke with Don Miller, customer service director for Blish-Mize. the top reasons they’ll give you is the good customer service. working with Blish-Mize, and odds are that one of

The customer service team is ready to assist Blish-Mize customers in any way they can. Back row: DonMiller, Gary Simpson, Barry Simpson. Front row: Stephanie Piper, Vicki Jones, Judy Black.

extension as well. We are also available by email at customerservice@blishmize.com.

We are also able to check the inventory amount and any superseded items that have replaced a discontinued item, and we can offer suggestions when asked about products that are good substitutes for those that are now obsolete. We can also help customers place small package orders that usually ship out the same day. DM : At Blish-Mize, we are here to serve our customers. We work to help them be successful in their businesses. Being able to tend to their needs, resolve any challenges or answer questions quickly is some of the most important work we can do. What’s your favorite part of your job? DM : It’s always rewarding when I can answer a question or resolve an issue. But I also really enjoy just talking with our customers. When they call, we often end up chatting about their families and what’s going on not only in their stores, but in their lives. It’s always nice to catch up. It’s like talking with an old friend. Why is good customer service so important?

Can the customer service team help with placing orders? DM: Yes, of course! We accept orders on the phone, by email or by fax at 913-367-4581. The Blish-Mize website is very user-friendly and is available 24/7. However, if you are ordering online and need someone to help walk you through it, we are here to assist you! Once customers have logged in to their accounts online, they can place orders, view and order monthly promotions, access any of their orders, open or closed, and much more. We can also help customers if they have questions about the ordering process with their direct order entry device (DOE) or their own point-of-sale systems.

Tell us a little about the Customer Service Department.

Don Miller (DM) : Our customer service team of six has, in total, more than 150 years of experience in the hardware industry.

About 110 years of that experience is as Blish-Mize employees, so we’re very knowledgeable about our company and the different products and services we offer. Every team member has gone through testing and training through the North American Retail Hardware Association (NRHA). We feel this helps our customer service employees stand out from those of other hardlines distributors. How can a retailer reach you? DM : Our phone number is 800-995-0525, and our department extension is 195. Each customer service representative has their own phone

What other services does the department offer?

DM : We can help with a variety of services. Of course, we can help with most aspects of placing an order.

4 Spring 2018 • Hardlines Strategies