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hi guys Ian Johnson from dag success.com today I thought I'd talk about some of the differences uh between business to business and business to consumer service in terms of customer service so um one of the reasons why I wanted to cover this topic is because I got a lot of customers that operate in businesso business environments and they try to apply a business to Consumer mindset so we don't want that to happen so number one we're going to talk about um what is a business to Consumer uh environment we'll Define that first and then we'll compare it to business to business after so looking at a business to business environment um the first thought that should come to mind is something along the lines of you know a restaurant okay and um maybe fast food okay and then uh perhaps Something Like Home Depot okay in another video I use the example of Walmart okay now what ends up happening is in a business to Consumer environment the service Norms within the Industries are basically determined by the competition and they're basically in close proximity to one another when you go to a restaurant you expect a certain level of service and that's based on your prior experiences when you go to a fast food place you expect that the service isn't going to be the number one priority when you go to Home Depot or Walmart you expect to be able to ask people for help in the aisles so in essence when it comes to a business the consumer environment um the companies that operate in business the consumer they're basic their service levels are dictated by their competitors who in a lot of cases are in close proximity to these Outlets okay so it's not uncommon to see Home Depot and a competitor right across the street from one another okay this is entirely different from business to Consumer uh business to business s okay in businesso business environments your customer service capabilities or your service capabilities as a company are dictated by the company's size okay um you know you may be a small company you may be a mediumsized company you may have competitors that are world away or on the you know overseas um and and so your size dictates your ability in businesses to business in order how you operate the kind of service that you can you can provide for instance let's say you wanted to offer delivered pricing as a service well you could only do that in a certain geographical location I'm sure okay so you wouldn't be able to offer that kind of delivered pricing as a service unless you were a large corporation that had independent locations worldwide so bottom line there is an inherent difference between how a company services its customer base in business to Consumer and how a company services its customer base in business to business okay they're totally different okay and what that leads us to is the third Point um which is the importance of defining your service capabilities okay and the reason why you must Define these capabilities is because it goes to how you manage your customers's expectations keeping in mind that your company is a certain size you can only do a certain number of things and within your service capabilities okay so you may not be able to do the kind of things that your competitor can do but maybe you can do something differently when you itemize what you can do as a company in terms of your service capabilities this is the tool that your salese use to manage your customer's expectations but you can only do this properly when you understand the inherent differences between a busines to Consumer and a businessto business mindset business to business you don't have to always match your competitor service capabilities in business to Consumers sometimes you're forced to so that's pretty much it business to business versus business to consumer service levels understand these differences Define your service capabilities sit down with your customer manager expectations so take care Ian Johnson driver success.com bye-bye