In the increasingly competitive business-to-customer (B2C) and business-to-business (B2B) markets, exceptional service is one thing that distinguishes a supplier from its peers. This applies especially to hardware and construction supply retailers that serve individuals as well as small—and medium-sized home improvement contractors and construction companies in their local communities.

Positive relationships with business customers will drive repeat business for a hardware or construction supplier and encourage individual buyers to recommend the supplier to others. Given the volume and scale of its business, it only makes sense for a company that operates in either industry to want to have a solid reputation for providing standout shopping experiences.

Of course, the question is how exactly to do so. Here are some tips that a hardware and construction supply business in the Philippines may benefit from:

1. Improve Store Layout and Organization

Construction supply and hardware businesses with brick-and-mortar stores should endeavor to improve their store layout and organization. A well-organized store layout makes it easier for customers to find products and make purchases quickly and efficiently.

To start, the business should evaluate its current store layout and identify areas for improvement. After that, staff members can rearrange shelves to group related products together and create designated areas for popular categories.

In addition, it’s a must to ensure that the in-store payment terminal is in an easily visible and accessible
location. The use of a portable point of sale (POS) terminal like Maya Terminal can make it easier for
hardware retailers to rearrange their layout and respond to the changing needs and shopping habits of
their customers.

2. Expand Product Offerings

Offering a wider range of products enables construction and hardware suppliers to better cater to diverse customer needs. This goes a long way in improving customer satisfaction and building loyalty toward the brand instead of its competitors.

For example, a hardware store could introduce eco-friendly building materials or specialty tools for niche construction projects. This can endear the business to customers aiming to lower their carbon footprint or makers with specialized interests.

To identify emerging trends and customer demands in the construction and home improvement industries, supply stores should take the time to conduct market research. Based on the collected information, they should be able to source new products that will appeal to their customers, negotiate more favorable terms with suppliers, and update their inventory accordingly.

3. Ensure Product Availability

Customers expect to find the products they need when they visit a hardware retailer, which means that stockouts can lead to frustration and lost sales. Suppliers in the industry should work towards rolling out inventory management systems that can maintain optimal stock levels and prevent shortages.

Advanced inventory management systems can track inventory in real-time, automatically reorder products as needed, and generate alerts when stock levels are low. An inventory management solution that integrates seamlessly with other systems and regularly conducts stock audits should help supply stores better anticipate and meet their customers’ demands.

4. Provide Product Knowledge and Expertise

Many buyers, especially those who are working on specialized or complex projects, rely on staff recommendations when making purchasing decisions. Well-trained staff who are knowledgeable about the products they sell can offer valuable insights, answer customer questions, and provide guidance on product selection and usage.

It’s a must for hardware and construction supply stores, then, to invest in comprehensive staff training programs that focus on product knowledge. Giving staff members the opportunity to widen their repertoire of customer service skills and sales techniques can also benefit the business, ensuring that customers can expect good purchasing experiences with every visit.

5. Offer Competitive Pricing

For items that are often as expensive as hardware and construction supplies, it’s common for customers to be increasingly price-conscious. Considering this trend, hardware and construction suppliers that are able to provide the most value for money have a better chance of attracting new customers and retaining existing ones.

Businesses that are keen on offering competitive prices should regularly review their pricing strategy. This may involve monitoring competitors’ prices, analyzing pricing trends for key products, and adjusting prices accordingly. It’s also a good idea for businesses to leverage promotions, discounts, and loyalty programs to incentivize repeat business and reward customer loyalty to the brand.

6. Enhance Online Presence and Services

An increasing number of customers prefer to research construction supplies and hardware products online. This gives them the opportunity to compare prices and make purchases from the comfort of their homes or job sites.

In the digital space, construction and hardware stores with a strong online presence are in the best position to attract new customers, expand their reach, and improve customer service. This highlights the importance of keeping a digital storefront, even for more traditional businesses. With a user-friendly website that showcases their products and services, hardware and construction retailers can engage with new generations of customers and build brand loyalty both in the digital sphere and in the world of brick-and-mortar operations.

7. Implement Loyalty Programs

Loyalty programs serve as an effective way for construction supply and hardware businesses to reward customer loyalty and encourage repeat business. These programs incentivize customers to choose a particular business over competitors by offering exclusive rewards, discounts, or perks for frequent purchases.

A construction or hardware supplier in the Philippines should aim to implement a loyalty program that’s simple, transparent, and easy to participate in. On top of coming up with well-designed loyalty programs, the supplier should regularly communicate with its individual and B2B customers to keep them engaged and motivated to continue patronizing the business.

8. Solicit Feedback and Act on It

Customer feedback provides valuable insights into areas where the business excels and where there is room for improvement. Construction and hardware supply businesses should collect feedback through various channels and regularly analyze it to identify common themes and trends.

Hardware and construction supply stores can also communicate with customers and let them know exactly how the company responds or is responding to their feedback. This demonstrates to buyers that the business values their input, and in turn, it cultivates strong trust in the brand.

If you’re a stakeholder in the Philippines’ high-value construction and hardware supply industry, take note of the tips above for improving your brand’s customer service. A more customer-centric approach will surely make all the difference in ensuring your business’s longevity among its individual and B2B clients.