Making Chips Podcast for Manufacturing Leaders

Why Customer Service Outsells Sales, 442

Dec 16, 2024

Mike Payne, a manufacturing leader, and Paul Van Mader, a quality management expert, dive into the crucial role of customer service in the manufacturing world. They discuss how outdated practices can alienate customers and emphasize the transformative power of investing in transparent communication and robust systems. With tools like ProShop ERP, they highlight the shift from aggressive sales tactics to prioritizing customer relationships, noting that exceptional service is essential for business growth and customer loyalty in today's competitive landscape.

48:20

Creator website

Episode guests

Paul Van Mader

Mike Payne

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Manufacturers must prioritize customer service over traditional sales tactics, as exceptional service significantly enhances customer loyalty and retention.

Integrating technology for real-time communication and tracking transforms customer interactions, fostering transparency and boosting satisfaction in the manufacturing sector.

Establishing a culture of proactive communication about potential delays or issues enhances trust and strengthens relationships with clients in manufacturing.

Deep dives

The Importance of Customer Service

Customer service plays a crucial role in manufacturing, as evidenced by the discussion surrounding experiences with various service providers. Negative encounters, particularly highlighted through anecdotes about infamous companies known for poor service, demonstrate the impact of customer experience on business relationships in the manufacturing sector. There is a consensus that effective communication and timely responses to customer inquiries can significantly enhance customer satisfaction and loyalty. By prioritizing customer service, manufacturers can differentiate themselves in a competitive market, ensuring clients feel valued and informed.

Intro

2min

Navigating Customer Service in Manufacturing

10min

Enhancing Manufacturing with Quality Management Systems

7min

Enhancing Customer Service through Transparency

7min

The Value of Transparency in Customer Interactions

2min

Sales vs. Service: The Key to Customer Loyalty

17min

Prioritizing Customer Service for Business Growth

2min

Prioritizing Customer Service for Business Growth

2min

Customer service in manufacturing is often seen as a pain point rather than a differentiator. We’ve all experienced the frustrations of dealing with companies like Comcast—impossible cancellations, endless transfers, and the feeling of being treated as just another number.

Unfortunately, too many manufacturing shops still operate with a similar “you’ll get it when you get it” mentality, leaving customers in the dark about their orders. This old-school approach is no longer sustainable, and shops that fail to adapt are finding themselves left behind.

But what separates the shops that are thriving? It comes down to investing in processes, systems, and a culture centered around exceptional service. Setting a higher bar for communication and transparency can transform customer relationships.

With tools like ProShop ERP, Mike and others have redefined what it means to serve their customers, delivering instant updates, proactive communication, and unmatched reliability. The future of manufacturing demands not just great parts but great service—and the shops embracing this shift are the ones leading the industry forward.

If you’re not investing in customer service, there won’t be orders, and without orders you won’t be MakingChips, and you won’t be making money. BAM!

Segments

[0:30] Check out the Manufacturing Transformed podcast
[2:44] What's the Chip on Your Shoulder?
[8:46] What makes those who are doing it right different?
[11:05] Machine Shop Masterclass: QMS
[19:37] How much transparency should shops provide?
[26:05] Download the CFO’s Guide to AI from NetSuite
[27:11] The contrast between sales and service
[35:46] Service drives product development
[37:37] Why sales and service need to communicate
[39:56] Real success stories from ProShop ERP
[44:44] How will you improve your service in 2025?
[47:06] Check out the At the Boring Bar podcast!

Resources mentioned on this episode

Leverage ProShop ERP to create systems and processes
Check out the Manufacturing Transformed podcast
Download the CFO’s Guide to AI from NetSuite
Nick’s LinkedIn post about customer service
East Branch Engineering
JJR Fabrication

Connect With MakingChips

Get the Snipd
podcast app

Unlock the knowledge in podcasts with the podcast player of the future.

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode

Save any
moment

Hear something you like? Tap your headphones to save it with AI-generated key takeaways

Share
& Export

Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode

Making Chips Podcast for Manufacturing Leaders

Why Customer Service Outsells Sales, 442

Episode guests