When Price, Quality and Customer Service are the same...
In the industrial world, when price, quality and customer service are the same, the difference maker has to come from your sales department. Among other things, the people in this department must be Professional, Personable, Knowledgeable and Entertaining.
Entertaining however, has its limitations. If I wanted to be an entertainer, I would have moved to Vegas years ago and hung out with Frank Sinatra. While I enjoy taking customers out to lunch and dinner, I would be bored out of my mind the rest of the time if I weren't helping customers.
I believe that, in the industrial world, a sales department must have that fifth element - Problem Solving Skills. While a customer will always appreciate a good time at a nice restaurant, they will likely value your relationship even more when you help them solve their manufacturing problems.
Throughout my 25+ years in the wire and tube industries, I have accumulated an untold number of stories, where my colleagues and I have helped customers solve their problems. And, I would like to share some of them with you... use them as Memory Joggers so to speak.
The following is a publisher's link to my most recent paper on problem solving in the wire industry. It is a compilation of short stories that discuss issues with rolling mills. I hope you find it educational and informative.
https://www.bluetoad.com/publication/?m=6619&l=1#{%22issue_id%22:471496,%22page%22:86}
A special thanks to John Schleicher and Krish Singh who proof read almost everything I write and provide their own insight on my articles!
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