A Customer’s Insight on Service

Here’s a note that Chad Magee in New London received from customer Stephen Uphill of Akrosil:

“Once again, thank you for the concern for your business and ours. I understand that just because a customer (internal or external) has an emergency it doesn’t automatically become your emergency, however, you at PalletOne should be commended for your attention to detail and customer care. You’ve bailed us out of several sticky instances and we really appreciate what you do.

I do believe when a company gets too big they can forget how to make that personal connection with the customer. I do hope PalletOne continues to be successful and also keeps the personal connection with the customers.

It’s a pleasure working with you.”

Stephen points out a couple of things.

He says a customer’s emergency (internal or external) isn’t necessarily our emergency. That may be true but I hope each of us see that a customer’s emergency is a big opportunity for us to build on and strengthen a relationship.

If it’s an external relationship, our handling of an emergency builds loyalty. It moves us up the ladder to a place where the customer can’t imagine living without us.

If it’s an internal relationship, it’s an opportunity to strengthen our team. On one hand, one person or team helping another can build up mutual support. After the emergency passes, it also offers us a shot at making improvements to smooth production or processes in a way that strengthens us for the future.

I also note Stephen’s thoughts about getting bigger. In the pallet world, we sell our size all the time. Multiple locations, buying power, national capability. But, here’s the trick: leveraging our size while making sure every single transaction feels individual, personal, unique.

I noted a few days ago our goal is to find a way to convince the customer (internal or external) that he can’t live without us.

The New London example is a good one to remind us. Way to go.