“Sir, I am sorry to inform you that your new machine has flipped over on the highway.” I have only had 2 machine tools damaged enroute to their destination. The first time a Roundo roll coming from Sweden sank in the English Channel (along with a few thousand Volvos). This time a truck carrying an LVD shear was blown off the road as it exited the highway (No one was injured). The trucker reported only slight damage to the machine…
THIS IS OUR TIME TO SHINE!
I was taught at an early stage in my career that the best sales call that you could ever make is when something goes wrong. This is your opportunity to show the customer why he made the right decision in buying from you. If you are able to prove your worth, you will have a customer for life.
I was very glad to have a team of Phillips Brand Ambassadors on this issue. Nancy Kovach, our logistics guru, and Jason Blair, our product manager, seized this opportunity to demonstrate what legendary service truly means. Immediately, a plan was implemented to reroute the machine for inspection. Damage was assessed, insurance claims were submitted, and a replacement shear was ordered. Phillips handled all of the details.
I was in contact with the customer, who thanked me for the professional manner in which we handled the challenge. While he wasn’t happy that he would be without a shear for a few more weeks, he was happy that he chose to partner with Phillips.
As a sales organization, you should welcome the opportunity to service the customer. It gives you an chance to show customers why they can’t commoditize your offerings.
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