We experienced a situation the other day in which one of our vendor’s products failed us. This was not a small or low priority issue, it was high priority and very costly for our company. We spent the entire day calling the vendor trying to get an answer on what was wrong and when it would be resolved. The longer the issue was not resolved, the larger and more costly the problem became. The vendor is a Fortune 500 company that operates nationwide.
Every individual we spoke with at this company was extremely polite and apologetic, however, no one could give us any real information. After 7 long hours of this, we finally got a return call from a Vice President of the company, who obviously was unaware of our dilemma, but said she would look into it. The issue was resolved after 8 hours.
In reviewing the incident, the main problem with this vendor’s customer service was that none of the individuals we spoke with, (which included service technicians, supervisors, managers, and one Vice President) seemed to be empowered to even get us an answer of any kind. It took seven hours before they would even tell us what had caused the problem. This information should have been available to us hours earlier. Even then, we were not even given an estimate on how much longer it would take to resolve it.
When a customer is dealing with a failed product, they should at least be given as much information as the vendor has available. The vendor should also continually contact the customer with updates, even if it is to say nothing more than, “we are still working to resolve this and have not forgotten about you”. Had they stayed in touch with us at least once every hour or two, we would have felt more like they really cared and were doing everything they could to resolve it.
Does your company have a plan in place to deal with a customer emergency? If not, plan it now so you will be able to give true customer service when it’s needed most.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Wednesday, March 27, 2013
Monday, March 25, 2013
Increase Your Personal Value
For those of us who work for a company or organization, we’d like to believe that we are making the most we are capable of making in terms of compensation. But the real truth is that we may be shorting ourselves. When you are searching for a new position, one of the most important sections of your resume is: education. The amount of compensation the employer will offer you will be reflected by the amount of education you possess. A two year (associates) degree is more valuable than no college, a bachelor’s degree is more valuable than an associate degree and graduate degrees trump bachelors’ degrees.
The possession of a degree does not make you any more capable, but it is perceived as making you more learned and skilled. The time and effort you took in order to achieve the degree shows the employer that you can set and accomplish goals. In the US, higher education is not mandatory. Individuals who attend college do so on their own initiative. So your college degree gives greater insight to the hiring manager about your ability to successfully complete a goal you set.
Finally, the college education does expose you to ideas, thoughts, concepts, and information you would not pick up as quickly in the work environment. You can learn more about one subject in a semester in college than you might otherwise learn in twenty years on the job.
Don’t sell yourself short. If you want to earn more money in the workplace, make sure you possess the full value your employer is seeking. If you don’t have the education now, take the time to get it at night. You’ll be glad you did.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
The possession of a degree does not make you any more capable, but it is perceived as making you more learned and skilled. The time and effort you took in order to achieve the degree shows the employer that you can set and accomplish goals. In the US, higher education is not mandatory. Individuals who attend college do so on their own initiative. So your college degree gives greater insight to the hiring manager about your ability to successfully complete a goal you set.
Finally, the college education does expose you to ideas, thoughts, concepts, and information you would not pick up as quickly in the work environment. You can learn more about one subject in a semester in college than you might otherwise learn in twenty years on the job.
Don’t sell yourself short. If you want to earn more money in the workplace, make sure you possess the full value your employer is seeking. If you don’t have the education now, take the time to get it at night. You’ll be glad you did.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Wednesday, March 20, 2013
Keeping Up with Your Industry
Every industry evolves and changes over time. Some do it more quickly than others, but if you are not aware of what potential changes are coming, you may miss out on vital opportunities. So how do you keep up with what is happening?
There are many avenues to utilize in staying current in your industry. One would be to take the time to read and review all the major periodicals and on-line websites that cover your industry. Another might be to become actively involved in any and all industry organizations - attend their meetings and share information with your peers. Probably one of the best ways to stay in the know would be to attend industry trade shows.
You don’t necessarily need to exhibit at every trade show in your industry, but it is important that you try to attend as many as possible. Walk around the show and look for new products and technology that could have a significant impact on the future of your industry.
The more aware you are of what is happening, the better able you will be to make the right decisions for your company and/or inform others about what they need to know to make the right decisions. Think about how important it was to buggy whip manufacturers to learn about the ‘new horseless carriage’ in time to start making steering wheels instead of buggy whips.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
There are many avenues to utilize in staying current in your industry. One would be to take the time to read and review all the major periodicals and on-line websites that cover your industry. Another might be to become actively involved in any and all industry organizations - attend their meetings and share information with your peers. Probably one of the best ways to stay in the know would be to attend industry trade shows.
You don’t necessarily need to exhibit at every trade show in your industry, but it is important that you try to attend as many as possible. Walk around the show and look for new products and technology that could have a significant impact on the future of your industry.
The more aware you are of what is happening, the better able you will be to make the right decisions for your company and/or inform others about what they need to know to make the right decisions. Think about how important it was to buggy whip manufacturers to learn about the ‘new horseless carriage’ in time to start making steering wheels instead of buggy whips.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Monday, March 18, 2013
New England Machinery On Facebook
We considered as a B2B company whether we should have a presence on Facebook or not. As a marketer, I was all for it. To me, any marketing opportunity that is free should be exploited if it is obviously not detrimental to the company. But we do have limited resources to keep yet one more item up to date and ‘fresh’. In the end, we decided to give it a try.
We launched our Facebook page recently and are looking forward to some interaction with our customers, vendors and friends. We plan to add lots of photos each week, so visit it often to keep up the changes.
It is exciting to try something new and see where it goes. I will keep all my blog followers up to date as to how our Facebook page progresses. But don’t wait for my update, go visit us on Facebook (New England Machinery) and ‘Like’ us!
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
We launched our Facebook page recently and are looking forward to some interaction with our customers, vendors and friends. We plan to add lots of photos each week, so visit it often to keep up the changes.
It is exciting to try something new and see where it goes. I will keep all my blog followers up to date as to how our Facebook page progresses. But don’t wait for my update, go visit us on Facebook (New England Machinery) and ‘Like’ us!
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Wednesday, March 13, 2013
Teamwork And Pride Make A Company Strong
I was reading an article recently about what makes a company or organization strong. I was not surprised to learn that along with great leadership, it is pride that is the ‘glue’ that holds a team together and allows ordinary people to do extrordinary things. The Marines are a great example. Their simple motto ‘Semper Fi’ (Always Faithful) has great meaning to a marine. Being married to one, I know that they live this motto. Marines will follow their leaders and defend their fellow marines with their lives.
When individuals take pride and ownership in what they do, they do their best and give their all. Amazing results occur. Many years ago I directed a team of 300 volunteers. These individuals were dedicated to the organization. They never ‘called in sick’. Their motivation was not for pay, it was to make the organization as good as it could possibly be. They truly believed in the organization and its goals and mission and gave everything they had to make it great.
All companies can benefit from this possibility. Find the key to instilling pride in the company or organization and give everyone a reason to want to do their best. It’s not about the money. It’s about the basic human need to want to be recognized as being the very best at something.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
When individuals take pride and ownership in what they do, they do their best and give their all. Amazing results occur. Many years ago I directed a team of 300 volunteers. These individuals were dedicated to the organization. They never ‘called in sick’. Their motivation was not for pay, it was to make the organization as good as it could possibly be. They truly believed in the organization and its goals and mission and gave everything they had to make it great.
All companies can benefit from this possibility. Find the key to instilling pride in the company or organization and give everyone a reason to want to do their best. It’s not about the money. It’s about the basic human need to want to be recognized as being the very best at something.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Monday, March 11, 2013
Innovation Keeps You Current
The packaging machinery industry is a fascinating mix of old and new. There are some manufacturer’s whose products remain constant year after year and the companies seem to do well. Then there are other companies who invest in research and development and continue to stay on top, if not ahead of the latest technology. They bring new life to the industry.
I’m fortunate to work for a company that prides itself on its engineering and design capabilities. Our sales department meets twice a week with our engineers and production managers. The sales managers present their customer’s unusual requests, discuss new products and/or the re-design of existing products. Ideas are exchanged, challenges are identified, examined and resolved, and we continue to keep pace with our customer’s ever-changing needs.
It’s exciting to continually review and renew the direction in which we are headed. Our company is a marketer’s dream. Keep those innovations coming!
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
I’m fortunate to work for a company that prides itself on its engineering and design capabilities. Our sales department meets twice a week with our engineers and production managers. The sales managers present their customer’s unusual requests, discuss new products and/or the re-design of existing products. Ideas are exchanged, challenges are identified, examined and resolved, and we continue to keep pace with our customer’s ever-changing needs.
It’s exciting to continually review and renew the direction in which we are headed. Our company is a marketer’s dream. Keep those innovations coming!
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Wednesday, March 6, 2013
Spare Parts and Change Parts for Packaging Machinery
Most OEM’s (Original Equipment Manufacturer’s) offer spare parts and change parts for the machines they build. There are also a number of companies that specialize in creating and selling spare parts and change parts. Unfortunately, the second company does not have the OEM’s engineering and experience in designing and building the parts. They also may use different materials. The parts may be less expensive to purchase, but they will not be as reliable.
We have seen this situation many times with our customers. They find a spare parts/ change parts company that sells them what they need, sometimes for a little less money. In the end they call us complaining that the parts they purchased did not last nearly as long as the ones they bought from New England Machinery (NEM). In one case in particular, they said they were replacing the parts about once a week and thought there was something wrong with the machine. When they discovered that their purchasing agent had switched to another company to buy the parts, they realized it was the parts that were at fault. The story had a happy ending when they once again purchased their parts directly from NEM and their machine ran fine without parts breaking weekly.
Keep in mind the saying “You get what you pay for.” Your OEM is always your best buy for spare parts and change parts. They know the tolerances needed for the materials and design of the parts and will get it right for you the first time.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
We have seen this situation many times with our customers. They find a spare parts/ change parts company that sells them what they need, sometimes for a little less money. In the end they call us complaining that the parts they purchased did not last nearly as long as the ones they bought from New England Machinery (NEM). In one case in particular, they said they were replacing the parts about once a week and thought there was something wrong with the machine. When they discovered that their purchasing agent had switched to another company to buy the parts, they realized it was the parts that were at fault. The story had a happy ending when they once again purchased their parts directly from NEM and their machine ran fine without parts breaking weekly.
Keep in mind the saying “You get what you pay for.” Your OEM is always your best buy for spare parts and change parts. They know the tolerances needed for the materials and design of the parts and will get it right for you the first time.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
Monday, March 4, 2013
Mix Up Your Marketing
What’s the best way to promote a new product? The simple answer is ‘every way’. In order to get the message out about a new product you need to use every method available, and there are many. The first step would be to create a brochure/flyer describing the product in detail and noting its features and benefits. The second step would be to take a photo and video of the product. Next create a Press Release and send it along with the photo to every magazine, newspaper and periodical in the associated industry.
If you write a blog, mention it on the blog. Put information about it on the first page of your website. Send out an e-mail about it to every e-mail address in your database. Write about it in your newsletter, put the video on YouTube, create and place a print ad in the appropriate venue, tweet about it, put it on Facebook, add the photo to Pinterest, send info to Linked In associates, and finally, last but never least – Talk About It. Tell everyone you know about this great new product you just developed.
With all the potential resources at the marketer’s disposal these days, it makes our jobs easier in disseminating information about new products. Let me know if you have another avenue for spreading the word.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
If you write a blog, mention it on the blog. Put information about it on the first page of your website. Send out an e-mail about it to every e-mail address in your database. Write about it in your newsletter, put the video on YouTube, create and place a print ad in the appropriate venue, tweet about it, put it on Facebook, add the photo to Pinterest, send info to Linked In associates, and finally, last but never least – Talk About It. Tell everyone you know about this great new product you just developed.
With all the potential resources at the marketer’s disposal these days, it makes our jobs easier in disseminating information about new products. Let me know if you have another avenue for spreading the word.
The author, Marge Bonura, is the Director of Sales & Marketing for New England Machinery, Inc. (NEM). NEM is a leading packaging machinery manufacturer of bottle unscramblers, cappers, orienters, retorquers, lidders, pluggers, pump sorter/placers, scoop feeders, hopper elevators and much more. The company has been in business since 1974 selling to the food, beverage, pharmaceutical, personal care, chemical, household products, automotive and other industries. For more information on NEM, visit their website at www.neminc.com.
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