| For pen distributors it is vital that printed pen | | | | absolutely crucial that the promotional pens suppliers |
| suppliers offer the highest standards of customer | | | | have large stock levels and can actually fill the order. |
| service, anything else just won't do. | | | | This is much more difficult than it sounds as the |
| It is a very competitive market and speed and price | | | | ranges of pens on offer are vast, ranging from |
| can be the difference between securing the business | | | | plastic pens to metal pens, eco friendly pens to |
| and losing it. | | | | wooden pens, the list just goes on and on not to |
| Suppliers should make the effort to build up personal | | | | mention the range of colours available. Basically any |
| relationships with their distributors and have a good | | | | good pen supplier must carry large stock levels at all |
| understanding of their businesses and what they | | | | times. |
| need to help them run their businesses successfully. | | | | Then there are the lead times to print the pens. |
| If distributors lose business for any reason, the | | | | Some end users cannot wait the usual standard lead |
| suppliers should be made aware. Was it because they | | | | times of 10 -14 working days. Pen suppliers have to |
| had to wait too long for a quote or was there a | | | | be flexible and be able to leap into action and put |
| stock issue? Is there an area that the supplier could | | | | time sensitive jobs to the front of the queue and |
| improve in to help the distributors? If this information | | | | offer shorter lead times. It is now actually possible to |
| is not passed on then the suppliers will be unaware of | | | | have pens printed in 24 hours or on a very short |
| the problems faced and it will happen time and time | | | | express service of 3-5 working days. Some of these |
| again. Good communication and teamwork are vital in | | | | services carry an additional cost but some are |
| this industry. | | | | absolutely free. |
| Many distributors stick with the same suppliers | | | | The quality of the printed pens is also very |
| because of loyalty, certain members of staff and | | | | important, both the actual pens and the printing so |
| certainly because they receive first class customer | | | | customer feedback is vital. If the end users are really |
| service which perhaps they don't receive from other | | | | pleased with the results then they will use the |
| suppliers. These are all key factors. | | | | distributors again and that means the pen supplier |
| It is vital to choose a supplier who prints in-house. | | | | too. Repeat business is vital for distributors as the |
| This eliminates another link to the chain, which the | | | | end users will also look at other promotional items |
| distributor (and the pen supplier) have no control | | | | and increase their spend with the distributors and |
| over. Another reason is speed and accuracy in | | | | therefore with the printed pens suppliers too. |
| quoting. Many enquiries are shotgun enquiries and all | | | | Finally it is important that the pen suppliers are there |
| the distributors are quoting for the same business so | | | | for the distributors every step of the way ensuring |
| it is pretty much a race to get quotes in. For this to | | | | that their jobs are completed and dispatched on time. |
| happen the telephones have to be answered quickly | | | | Information and communication are vital in this |
| and by a human voice not a prompting system with | | | | business and excellent customer service has to be |
| long delays to get through to a salesperson. It is | | | | demanded. There are enough other uncontrollable |
| very important to be able to deal with a friendly | | | | factors in the industry. Stock levels and the overall |
| helpful representative who will go that bit further | | | | quality are of course major factors. Creating |
| perhaps by offering alternatives and ideas, which in | | | | customers is hard enough, but keeping them should |
| turn will help secure the business. | | | | be easy. |
| Stock also plays a major part in the process so it is | | | | |