While the past year has brought many challenges and an upheaval of the goods and services market, it has reinforced the importance of preserving good customer relationships, writes Jack Malki, director of Jet Technologies.
Particularly during difficult and unprecedented times, prioritising good customer service is fundamental for business survival. As a result of the pandemic – market interferences, government mandated lockdowns, and demand surges – many businesses and their strategies were put to the test. Nevertheless, businesses that, through all of these hurdles, continued to support, deliver and reserve the loyalty of their customers have in turn gained the resilience to face up to these challenges with integrity. After 40 years as a leader in the printing and packaging industry, Jet Technologies’ dedication to providing support for its customers during the pandemic is testament to its resilience.
Good customer service sits at the heart of our business. Throughout 2020 and the Covid-19 pandemic, Jet Technologies has strived to deliver an unrivalled level of customer service, which has been invaluable in supporting our customers during an incredibly challenging time – whether due to slow-downs or spikes in business brought about by the pandemic. While this commitment works in both the favour of our customers and our business, achieving and maintaining good service throughout the pandemic was only possible by delivering on our core values – expertise, partnership, reliability, and trust.
Support your customers, whenever they need you
During this time, whether businesses have experienced surges in demand or a decline in sales, catering for your customer’s needs is vital, especially when they rely on your services to keep afloat. While the past year has prompted much fluctuation within the market, Jet Technologies’ supply chain itself has still proceeded to run in full cycle, despite the delays and cost increases experienced in many areas of the global supply chain.
For example, due to the pandemic, one of our most valued customers, Nature’s Organics, saw demand for home cleaning and personal hygiene products drastically increase. As their core supplier, we had a duty to ensure that the production and supply levels required by them was maintained so that grocers, retailers, and consumers could receive the goods they were demanding in higher numbers. By supporting Nature’s Organics when they needed it most, we could in turn receive their support right back and sustain their long-term loyalty.
Likewise, during the pandemic we worked side-by-side with speciality coffee brand, ST. Ali, to overcome the many operational challenges they were facing within the food & beverage industry due to Australia’s Covid-19 restrictions. We were able to support ST. Ali with its packaging needs for selling and distributing its products through multiple channels, such as supermarkets, wholesale and to direct consumers, some of which were new channels.
Partnership and collaboration are key
Through supporting customers like Nature’s Organics and ST. Ali, it became exceedingly clear that strong partnership and collaboration in unprecedented times has a value above all else. The ability to not only support but work as part of your customers’ team is a large part of the overall customer service responsibility.
Additionally, in order to collaborate on this level with customers, it’s important to understand their needs and use your own company strengths to fill in the gaps that they can’t to keep operations moving.
The pandemic brought with it drastic changes for our customers, particularly those in the FMCG market. The relief that customers can gain by knowing that their suppliers have their back is something that will hold both parties in good stead both now and into the future.
When times are tough, stick to what you do best
Sticking to what you know and do best, especially in times of crisis, will position your business as a frontrunner in the market, all whilst showing your customers that you can keep operations running and prospering in unprecedented times.
Jet Technologies, for example, is well connected in the printing, packaging, and food & beverage industries, working consistently to develop new products, innovations, and services that meet the diverse and evolving needs of customers in these industries. Through this, we can help these customers to gain a business advantage to remain competitive and grow in the future.
All in all, working on the foundations of trust, expertise, partnership, and reliability has driven Jet Technologies to support our customers when they need it most and build a resilience ready to combat market challenges and interferences both now and into the future.
