Recently, I spoke with a gentleman from New York who was looking for a better solution to his design problem.  Somehow, an enclosure design he was updating specified a plastic latch, but he really needed something better.  After a brief discussion about his requirements (and his budget) I pointed him to some specific parts that Southco® has to offer.  He seemed relieved that he would be able to solve his design problem.  Sensing that the conversation might soon turn to “price” and “lead time”, maybe even “samples”, I casually mentioned that he might be best served by calling his local Southco Authorized Distributor.  Don’t get me wrong, I wanted to sell something, but I know there are other distributors in New York who should be able to help him locally.  What he told me next shocked me: The reason he called me is because no one else was willing help to fix his problem.   I was astounded.  How do companies define Customer Service, if it’s not “helping the customer to solve a problem”?  It’s got to be more than just low prices and short lead times.  Maybe it’s the fear of recommending the wrong part?  Whatever it is, if it means the customer walks away with his need "unsolved”, it’s not serving the customer. 

Unfortunately for me, I won’t get the sale.  Another distributor (one that wouldn’t help him originally) will get some business because of our service.  You’re welcome, whoever you are.

I see more and more companies of all types “becoming more successful” by implementing new production techniques: lean manufacturing, supply chain integration, and ERP technologies that reduce downtime and increase efficiency.  What initiatives have been created to provide customers with a better experience? Technical training, apparently, is a lost practice, but not lost to us.  Apparently asking questions and listening to the answers is also a thing of the past… but not for us. 

So, Mr. New York, have a great day.  You made mine, even if you didn’t end up buying from me.  We’re going to keep on doing what we do- find practical solutions to our customers’ design issues, solving problems and making people’s lives easier, one phone call at a time. 

Cheers,

Brian Steeves

If you’ve had a great customer service experience with Steeves Agencies that you’d like to share, we’d love to hear it!  If you had a not-so-great experience where we could have done better, we REALLY need to hear about it.  Please use our Contact Form to send us your comments.  If it requires immediate action, you can expect a quick response.  Thanks!