Tuesday, April 10, 2018

Everyday conversations with our customers

We are a bit old school.   When you call Brown Manufacturing Group you get people.   No voice mail.  No phone extensions.  No "press 1" commands.  It isn't because we are living in 1970, but because we prefer human interaction.  Customer connection is a priority for us.  We are a family business and we want to know our customers, not just take an order and move on.

This direct contact comes with both positives and negatives. One negative is that, sometimes, we are a bit overloaded.  Our apology if you have been on hold or caught us juggling a few conversations at the same time.

It is those conversations that are the positive.  

AP-67J ElectraPrint Junior

As an example, today, a customer called to order a sleeve platen for his manual Masterprinter.  I had the opportunity to chat with him about the job he was printing and learned that he needed to print 200 shirts in 3 locations by Friday.  Well, as a sales person, this was an opportunity for me.  But is was also a learning conversation for him.  He had not looked at our ElectraPrint machines and did not know their capabilities or how reasonably priced they could be.  Though he ordered his sleeve attachment and will be printing 600 prints by hand, he is now armed with information on how to improve his business and that he can afford the upgrade.  No online order system can do that for a customer.

Additionally, if he had taken the time to peruse our web site, this kind of machinery can be confusing to configure to your shop.  A little bit of casual conversation and we determined the right number of heads and features that fit his shop and his production needs.  And it was in his price range.

As a sales professional, I can always wish for a sale.  But most sales people know that business is build upon relationships and need fulfillment.  Did I expect a sale?  Only for the original sleeve platen.  Do I look forward to future conversations with this customer about expanding his business?  Absolutely.

We prefer you call us and ask questions.  Send us an email, if you prefer.  Our family likes to meet yours.  We believe it is better service.  And, for the record, that sleeve platen will ship today.

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