A trade buyer stays with the supplier whose word on price, supply and terms proves true.

“A buyer's question gets a late answer, or a different answer from each person”

Buyers ask for a price, availability or terms and compare the answers. A supplier who answers late, or with three different answers from three people, gives the buyer a reason to ask someone else.

“What we know about each buyer sits with whoever dealt with them”

Who orders what, how often and what was last agreed is held by one person. When that person is away or leaves, the account goes quiet and nobody notices.

“Anyone who looks us up finds little to read about what we offer”

A buyer, or a principal weighing a distributor, finds an entry with an old number and no clear account of what we carry or do. A competitor with a clear page looks like the safer call.

“Payment terms are agreed in conversation and collected from memory”

Credit days, advances and balances win orders and also hold up cash. Without a record of terms, due dates and promises to pay, collection becomes awkward calls, and good buyers are sometimes treated like slow ones.

“A new buyer has no way to check that we deliver what we quote”

Before a first order the buyer wants evidence that quotes, quality and delivery hold up. That evidence is in the memory of existing buyers and our own staff, and none of it is written down for a stranger.

“A price, quote or sample goes out and the buyer is never called back”

An offer goes to a buyer who has not yet ordered, and then waits. Without a reminder to call, the buyer drifts to the next supplier, and the team cannot say which offers were won, lost or forgotten.