Common problems with PPE suppliers and how to overcome them

Sadly, not all PPE suppliers are created equal. We know this because we pride ourselves on being one of the best – on raising the bar.

Our business is growing, meaning that every year we speak to new prospective customers who are looking to switch to iSB Group as single-source supplier for all their workwear and PPE needs. Most already have an existing PPE supplier, but are unhappy with what they are getting from that supplier for one reason or another.

Common problems with PPE suppliers

Some of the most common gripes we hear are:

• There is little to no communication,
• They speak to a different person each time,
• They have no knowledge of delivery timescales and when orders will be arriving,
• They have to chase orders to find out why they are delayed,
• Products are inexplicably exchanged for lower quality alternatives over time, without discussion.

Finding a good PPE supplier: Top tips

When choosing a PPE supplier, there are a few things to look out for that should help your business avoid some of the common problems listed above.

Here is our checklist of ‘must-haves’, to get you started:

🎯  A choice of suitable products, wherever possible
🎯  Information about those products provided as standard, without you having to ask, allowing you to make informed decisions
🎯  Reasoning as to why certain products are recommended for your business over other alternatives that may or may not be cheaper
🎯  Availability to talk about your business needs and answer any questions
Willingness to be challenged, with the knowledge and experience to back up their recommendations for your business
🎯  A single point of contact by way of a dedicated account manager for your organisation
🎯  Two-way communication, with them highlighting upgraded products and new innovations on a regular basis
🎯  Appreciation of your business, shown through early access to new products and innovations in technology, discounts for bulk orders, and/or rewards for your loyalty as a customer
🎯  Evidence of happy customers, shown through a high NPS score and positive reviews.

Aside from these, our top three tips when looking for a PPE supplier would be:

• DO Evaluate value for money over the long term – Don’t be tempted to award a tender based on price alone. Good customer service costs money, and a significantly lower price will probably mean you’ll be doing without those order updates and that all-important two-way communication.
• DO Look for a supplier that has invested in technology – From online portals that streamline ordering, encourage standardisation and control rogue spend, to stock control technologies that provide complete visibility of your business’s access to products, technology will help reduce administration, improve your finances and boost confidence in your business’s compliance with health and safety regulations.
• DO Set up a contract with your chosen supplier that includes robust service-level agreements (SLAs) to ensure your business gets what it is being promised, and that product and service quality and cost remain consistent.

Raising the bar: The iSB way

At iSB Group we are committed to providing our customers with high quality products at a fair price, and great customer service.

Where other PPE providers may be tempted to reduce their customer service provision to save money, we understand the difference great customer service makes and have made it our mission to ensure no customer ever has to chase an order with us.

As part of our iSB promise, we guarantee our clients:

• A dedicated account manager, providing them with a single point of contact for all enquiries and orders;
• Clear visibility of their orders, so they know when they will arrive, as well as the reasons behind any unavoidable delays;
• Proactive communication to recommend new, upgraded products and the latest innovations that will improve workplace safety, boost compliance, reduce administration and increase cost control;
• Appropriate software to improve ordering processes, increase stock visibility, encourage standardisation and reduce rogue spend;
• A tried and tested approach that is evidenced by positive customer reviews, an NPS score of over 99.1%, and being a trusted supplier to six of the 10 top UK logistics companies.

Talk to us about how iSB Group could become your business’s trusted supply partner – get in touch with our team here.