Got Gravy?
Isn’t gravy a beautiful thing? I remember when my sons were little guys, their grandfather showed them how to make what he called a “swimming pool” of gravy in their mashed potatoes at the Sunday dinner table – it made them feel so happy about cleaning their plates!
You’ve got gravy, too, in your business. Nice extra bits of care and value-adds that help customers feel even better about doing business – and more business – with you. I’ve seen it play out in various ways over the years
in the construction equipment distribution
industry when I worked at the association for
CE dealers and rental companies. Example: I don’t know how he does it, but even in the
current inflationary environment, one friend in the equipment rental business continues to deliver all heavy machinery to jobsites free for most local orders.
Rob to the Rescue
I also witnessed evidence of good gravy while touring and interviewing folks at Alliance Hose & Rubber, the subject of our cover story in this issue. As my photographer and I moved throughout the Elmhurst, Illinois, facility, we could feel the palpable urgency of Sales Manager Rob Wilson to exit the building and deliver much-anticipated parts to a waiting customer whose job was down without them. You’ve no doubt got a list in your head right now about how that extra, meaningful value is playing out these days in your business – and who you’ve got to thank for it.
Now, while little touches are always appreciated by customers, gravy’s got to
have the meat and tatties to back it up. When my husband and I recently completed the paperwork and payment for a used car, the nationally-known company made us feel darn good about the purchase by creating a big “photo opp” replete with giant yellow bow on our bright blue vehicle. Trouble is, three days later the starter went out, the accelerator bogged down, the back seat began squeaking, and the Bluetooth connection failed.
Thinking About Kinks?
Hopefully there isn’t anything in your value-add process that’s setting up a customer for disappointment. Of course, the exercise of reading IS means you’re always evaluating
and seeking better ways to serve them. Toward that end, I believe you’ll find our focus on Warehouse Management Systems worth some consideration, since customer delight is riding on the success of those processes.
A lecture I just heard about great customer service left the audience with the following
message: “The last person to interact with the customer is the only salesperson in the
customer’s mind.” In other words, every single person in your company plays a role in whisking out the lumps in the gravy – not just those with sales or service in their titles.
I’d love to hear from you about what’s cookin’ inside your distribution operations. Please email me anytime, or connect with me on LinkedIn. I look forward to getting acquainted!
Thanks for reading.
Kim Phelan
kphelan@directbusinessmedia.com
Kim Phelan
Editor
This article originally appeared in the March/April 2023 issue of Industrial Supply magazine. Copyright 2023 Direct Business Media.
INDUSTRIAL SUPPLY MAGAZINE
The November/December issue of Industrial Supply magazine features an in-depth cover story about Kimball Midwest. Plus, we're featuring articles by contributing writers Dirk Beveridge, Frank Hurtte, and Mike Marks, as well as interviews with numerous product and distribution industry experts.
