In preparation for our Customer Service Manager’s retirement, we welcomed Brenton Conner to the Induron team almost 3 months ago to work alongside Barry Peters and learn the tricks of the trade. Brenton will be taking on a range of responsibilities, including taking orders from customers, writing up orders and bills of lading, completing cycle counts in the warehouse, managing batch tickets, making adjustments to inventory, checking color matches, monitoring shipments and more.
The number of customers Induron retains is a strong indicator of value delivery. Understanding the value our products and services bring to business partners and customers is paramount to ongoing growth and success. A product’s value to its users is not always an apples-to-apples comparison. We watch and participate with clients using our products to see how well they accomplish their tasks. Continue reading Setting Value→
Finding success in any competitive market involves quality products that help you stand out from the competition, successful marketing campaigns to draw attention, and a deep understanding of the industry. Of course, all of this can mean very little without customer service to back it up. That’s why Induron focuses heavily on service and, since its founding, has prioritized customer relationships. Continue reading Coated in Customer Service→
As Induron’s Customer Service Technician, David Gilliland is a vital part of the Induron family, and we thought it’d be nice to share a little bit about what makes David who he is. Customer Service Department Manager, Barry Peters said it was evident from the start of David’s employment that he’d be an integral part of Induron’s customer service department.
“David came to us understanding the importance of relationship between a supplier and a customer,” Barry said. “His work ethic and attitude lent itself to exactly what we work towards, total service to our customers. David typifies the key components of our mission statement, ‘Integrity, Respect and Reliability.’”
In today’s business climate with cell phones, email and all the other technological advances that allow for immediate communication, it’s considered a desirable trait to be on the “cutting edge.” These “gadgets” supposedly enhance the customer’s overall experience. In my capacity as Customer Service Manager at Induron, I have found some truths that seem to confound these technologies. Continue reading Technology vs. the Old Fashioned Way→
I’ve always enjoyed the challenge of selling and feel that every job has some sales aspect – even if it’s just selling yourself to your boss. A teacher is selling education, a minister is selling religion, a politician is selling… well, you get my point.
I started out my sales career thinking all it took to be a good salesman was to treat your customer like you would like to be treated – the “Golden Rule” of sales. Then one day, it dawned on me that Customer Service was a big part of selling. So I started putting more emphasis on Customer Service.
Recently, I talked to a potential new customer about how great Induron’s customer service was. I felt I had made a strong presentation, but it didn’t convince the customer to switch.
Shortly after that I read an article from Alister & Paine entitled, “Do You Need a Customer Service “Spring Cleaning?” It came as a big surprise when I realized that I had at least three of the five bad customer service habits described in the article. It was a good reminder that even people who have been in this business a long time can always make improvements.
For example, probably my greatest fault during my years in sales has been that I worry too much. I worry about not getting orders shipped on time or my customer blaming our products for a failure that wasn’t our fault. This article made me realize that spending more time solving a customer’s problems – rather than worrying about things I can’t control – will make me more productive.