What Keeps Customers Coming Back?

The company I work for (New England Machinery, NEM) has an extremely high rate of repeat customers. Many of our customers have standardized on our machinery in their plants. Why is that? It is a combination of several important factors.

First and foremost, we build high quality packaging machinery that we sell at a fair price. Our machines are built to last and they do. We have customers running NEM machines every day that are over thirty years old. They are highly valued on the secondary market because ‘they just don’t die’.

Second, we stand behind every machine we build. Before a machine ships from our plant it goes through a rigorous trial by various departments and individuals. Our ‘inside FAT team’ must each sign off that they have seen the machine running and checked that it meets all the criteria required by the customer. Our President will ask the builder/tuner if he or she would sell that machine to their mother. We won’t ship until it’s completely right, because mostly right isn’t really right at all.

Thirdly, we offer superior after-market sales and service. Many of our customers will take the time to tell us how much they ‘love’ our sales and service personnel. Our after-market employees take their customer’s needs to heart and make every effort to get them what they need as quickly as they can. If they have a problem with a machine, they will get everyone who might possibly help involved to resolve the issue and determine the root cause so the problem can be permanently corrected.

I’m proud to work for a team of individuals who call ourselves New England Machinery. That is what keeps our customers coming back.

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.