Imagine receiving a phone call from a customer who needs quality specialty tooling and equipment to complete a job. They needed it “yesterday”. Every hour that production is down costs the customer $100,000 or more. If they cannot get the tooling and equipment they need, they lose a lot of money! They are counting on you to provide the best solution. Can you deliver?
In talking with them, they think that they need a custom part. It is 1 PM. UPS picks up at 5 PM. You lead a collaborative effort that includes Engineering, Manufacturing, and Shipping and Receiving to solve this customer’s challenge. Within 30 minutes you follow up with the customer to confirm their order with a promise to deliver.
Working with the Team, the order is completed and ready to ship by 4:55 PM. The items ship today. You follow up with the customer and provide them with tracking information. The customer receives the tooling and equipment the next day and gets the operation up and running again!
In the Sales Team huddle the next morning, you share this success with the team and highlight aspects of the sales process that helped you discover the needs of the customer. Later that day, the customer calls you to thank you for saving the day. They are so impressed with the quality of the tooling and the service they received that they begin referring their co-workers from other locations. You pass those referrals on to a sales rep so they can conduct the prospecting calls which frees up your time to continue to provide exceptional service!
Every day the Customer Experience Specialist. They help customers solve their business challenges and make a real impact.