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 They discuss how outdated practices can alienate customers and emphasize the transformative power of investing in transparent communication and robust systems.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.
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Comcast Cancellation Nightmare
- Nick Martin describes a frustrating experience canceling Comcast services.
- He'd "rather eat a bowl of broken glass" than endure more calls with their retention department.
Customer Service in Manufacturing
- Customer service is crucial in manufacturing.
- Many manufacturing shops operate with a "you'll get it when you get it" mentality, leading to customer dissatisfaction.
Hill Manufacturing's Old Ways
- Mike Payne recalls Hill Manufacturing's previous customer service approach.
- Machinists would simply tell customers, "They'll get it when they get it," reflecting a low bar for service.