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How To WOW Your B2B Clients So You Can Grow Revenue Faster
Adam Robertson • April 13, 2023
How Do You WOW! Your Customers?
I have led teams responsible for a range of client types, from Fortune 100 companies to high growth startups, yet there is a common thread among all of these customers. All of them require responsiveness, but what really WOWs them is proactivity. I have seen proactive client management play a key role in everything from weekly client calls to the $500MM in long-term client agreements I have helped secure.
What does it mean to be proactive and why does it matter to customers?
Being proactive means thinking a step ahead on behalf of your customers. Instead of just responding to a client request, you identify and satisfy a need before the client does.
Virtually every company pledges some kind of “customer first” mantra to its clients. Naturally, customers are skeptical that such claims are real. That is where being proactive comes into play. When you demonstrate you are thinking ahead for the client, it shows you are truly putting the customer first, which fosters trust and partnership. Proactive engagement shows you are taking action (i.e., doing the homework needed to help them win), not just reciting a client-centric mission statement.
Want to foster proactive client management in your company? Encourage curiosity and learning.
There are lots of tools and processes designed to help client-facing teams learn about their clients and take proactive steps to satisfy the customer. Account plans, for instance, should be designed to explore proactive ways to develop new solutions and build deeper relationships with clients. Business reviews should include a slide that shares where the industry is going and presents an opportunity to probe with customers around their needs. While processes can help, culture and recognition are, above all, critical to proactive client engagement.
Encourage your client-facing personnel to learn about their clients and uncover opportunities. There are many ways you can encourage curiosity and learning in your company:
- Reward the right behaviors formally. Leverage performance evaluations to grade your client-facing personnel on their knowledge of the space and their clients’ needs and wants. When such behaviors affect ratings and ultimately compensation, they will be a priority to your team members.
- Reward the right behaviors in the moment. Celebrate new information as a real win. Send a simple email or place a call to praise key learnings: “Great job learning that about the client – I think we can help them now that we know about that information – well done!”
- Provide coaching and training on effective probing. Given all the information available online, client-facing personnel should have no issues finding relevant themes to highlight and explore with clients. From there, it is important that they understand how to probe effectively by asking open-ended questions (e.g., “what would the perfect solution look like here?” or “how are you planning to deal with those new regulations?”).
In Conclusion – Become a trusted advisor to your customers.
Learning about our clients is among the more fun activities we get to pursue professionally. If we provide coaching and create a culture that rewards such behaviors, proactive client management will become the norm. Your clients will see your company not as a supplier but as a trusted advisor, and that is where the real fun, and revenue growth, begin.
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Are fulfillment errors holding back your e-commerce growth? Are your warehouses positioned to cut down on shipping times and costs? Is your fulfillment strategy scalable enough for business growth and seasonal demand? Are you creating a fulfillment experience that drives repeat purchases and customer loyalty? If these questions make you question your current approach, it’s time to rethink your fulfillment strategy. This blog will guide you through the key elements of a successful fulfillment strategy and how to overcome common obstacles to ensure sustainable growth. 📈 Order Volume: Scaling for Growth Order volume is one of the most critical factors to consider when designing your fulfillment strategy. For businesses with smaller volumes, manual processes or in-house fulfillment might suffice. However, as your business grows, increased order volumes can quickly overwhelm your existing systems. Scaling for higher order volumes often requires additional resources such as automation and skilled labor. Automation tools like warehouse robots or conveyor systems can improve efficiency and reduce bottlenecks. At Barrett, we invest in technology , so you don’t have to. Our facilities are equipped with drones and Autonomous Mobile Robots (AMRs), providing the scalability and flexibility needed to meet increasing demands. Customers can experience faster shipping times and a more seamless shopping experience. ⏩ Speed and Accuracy: The Cornerstones of Customer Loyalty Fast delivery is no longer optional. It is the new standard that customers today expect and demand. However, speed without accuracy can lead to mistakes that erode trust and loyalty. Fulfillment strategies prioritizing speed and accuracy are essential for reducing errors, minimizing returns and fostering long-term customer relationships. To achieve this balance, consider adopting advanced order management systems that streamline the picking and packing. At Barrett, we use License Plate (LP) accuracy, barcode scanning and real-time inventory tracking to ensure orders are fulfilled accurately and efficiently. 📍 Warehouse Location: Optimizing for Efficiency The proximity of your warehouses to your customers can significantly impact shipping times and costs. Strategically located warehouses reduce transit times and help meet customers' expectations for fast delivery. A network of distribution centers in key regions allows you to ship products from locations closer to your customers, lowering shipping costs and improving delivery speeds. Partnering with a 3PL like Barrett, with established facilities nationwide, can help you expand your geographic reach without needing heavy capital investment in real estate. ✅ Scalability: Planning for the Future Your fulfillment strategy should be designed to grow with your business. A flexible and scalable approach ensures that you can adapt to seasonal fluctuations, new product launches and increased order volumes as your business evolves. For example, outsourcing fulfillment to a 3PL provider can provide the infrastructure and expertise needed to scale up quickly during busy seasons like the holidays without overextending your internal resources. A scalable solution lets you focus on core business activities like marketing and product development. Insider tip: Some 3PL providers take on new clients without considering whether they can handle the volume over time. At Barrett, we’re committed to long-term partnerships, growing with you every step of the way. 📦 Customer Experience: The Final Touch Fulfillment is not just about getting products to customers—it’s about creating a memorable experience. Details like easy returns, eco-friendly packaging and personalized touches can leave a lasting impression and build customer loyalty. Personalized fulfillment can include branded packaging, handwritten thank-you notes or special offers can enhance the unboxing experience and encourage repeat purchases. Similarly, a smooth and hassle-free return process shows customers that their satisfaction is a priority, further strengthening their trust in your brand. Ready to Build Your Fulfillment Strategy? With over 80 years of expertise, Barrett Distribution delivers personalized, scalable 3PL solutions tailored to your unique needs. From advanced technology to strategically located warehouses, we equip your business with the tools and expertise to streamline operations and fuel growth. Let’s build your winning fulfillment strategy today. Contact us today to connect with a Barrett 3PL expert for a complimentary supply chain consultation.
Franklin, MA, Jan. 7, 2025 – Cavender’s , a leader in Western wear with 99 locations across 15 states, has selected Barrett Distribution Centers as its new third-party logistics (3PL) provider for Direct-to-Consumer (D2C) fulfillment. This partnership will help Cavender’s streamline its supply chain, improve the customer experience and scale its retail operations. “With Barrett’s 81+ years of logistics expertise and our state-of-the-art facility in Forney, Texas, we’re confident this partnership will enable Cavender’s to serve their D2C customers better while freeing up resources to deliver an exceptional in-store experience,” said Alex Glanzer , General Manager at Barrett. Barrett’s new Dallas facility, equipped with drones and Autonomous Mobile Robots (AMRs), provides Cavender’s with the scalability and flexibility needed to meet increasing demand. Strategically located, the facility enhances fulfillment speeds and ensures consistent service quality as Cavender’s expands its footprint. Customers will experience faster shipping times and a more seamless shopping experience. “Cavender’s dedication to quality and tradition aligns perfectly with Barrett’s logistics expertise. Together, we’re building a strong foundation for success and ensuring Cavender’s can focus on what they do best—outfitting customers with quality Western wear,” said Edward Ryan , Vice President of Customer Solutions at Barrett. Barrett’s Forney facility also plays a critical role in its Texas expansion initiative, designed to enhance e-commerce fulfillment capabilities for regional brands. As Cavender’s continues to scale, Barrett’s deep apparel and accessories logistics expertise will provide the customized support needed to meet growing customer demand. About Cavender’s Cavender's has established itself as the premier Western clothing store for the American South and Southwest. Cavender's remains a family business, run by James and Pat's sons, Joe, Mike and Clay, who oversee the growth, development and day-to-day operations. Boots are the roots for Cavender's and the Cavender family wanted to share their love of the western lifestyle with others. Cavender's continuously seeks the best in design, style and authentic western craftsmanship for our customers. At Cavender's you can expect to find just what you're looking for from friendly folks offering a helping hand because "This is How We Live". About Barrett Distribution Since 1941, Barrett has provided customized third-party logistics (3PL), direct-to-consumer (DTC) eCommerce fulfillment, omnichannel distribution, managed transportation solutions and retail compliance for clients across all industries, with a focus on apparel & footwear, health & beauty, consumer packaged goods (CPG) and education. Barrett continues to be a leading 3rd party logistics provider in North America, known for superior execution, customer engagement and direct access to senior leadership decision makers. As a member of Inc's fastest growing companies list 15 times, Barrett is big enough to do the job and still small enough to deeply care about your business. eCommerce brands interested in a new 3PL partnership may contact Barrett directly here .
Over the years, we’ve had conversations with countless companies and specific themes come up repeatedly when discussing why they’re ready to make a switch. Here are three common challenges businesses face when looking for a new 3PL partner and how Barrett can help solve them: 1. Missed SLAs (Service Level Agreements) Missed SLAs can disrupt your entire supply chain, leading to dissatisfied customers and lost revenue. Consistency in meeting deadlines and delivery standards is crucial for your reputation. At Barrett, we prioritize transparency and operational excellence to ensure your SLAs are not just met but exceeded. 2. Complex Transaction Rates Hidden fees and overly complicated pricing structures can make it difficult to forecast costs and maintain your bottom line. We believe in clear and straightforward pricing models that align with your business goals, providing the predictability you need to focus on growth. 3. Difficulty Scaling with Demand Your business needs a 3PL partner that can grow WITH you, whether it’s seasonal demand, expanding into new markets, or handling rapid e-commerce growth. Barrett offers scalable and personalized solutions designed to flex with your needs, ensuring you have the resources and infrastructure to thrive in any market condition. A Partner Invested in Your Success We go beyond traditional 3PL services by becoming a strategic partner invested in your success. Our team takes the time to understand your unique challenges and craft tailored solutions that drive efficiency and customer long-term satisfaction. Complimentary Supply Chain Consultation with Barrett Is your supply chain facing these challenges? We’re here to help. Contact us today for a complimentary supply chain consultation and discover how Barrett can provide the solutions you need to scale your business with confidence.
