Your company might make the best machinery in the world, but if your customers can’t get good help when they need it, the machinery is worthless. Even great machines built entirely in a poka-yoke (a Japanese term that means "mistake-proofing") design, will require service questions or assistance at one point or another. This is where customer service is key. Usually, by the time the customer is calling for assistance, they are in a real need for help and/or answers. Is your company ready to be there for your customers?
I’m fortunate to work for a company that puts a high value on customer service. Our service technicians are trained for many months before they are sent to a customer’s facility. Customers need to be assured that the technician sent to them will not only be able to assist them, but also be able to inform and teach them about their machinery. Personality is another important requirement in a service technician. A service tech is the representative of the company and needs to have a friendly, can-do attitude in dealing with customers. Again, our company receives rave reviews about our service technicians competency and attitude. Having great service is the ‘icing on the cake’ that helps to make the final sale. Make sure your service is everything your customers expect it to be.
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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