Why does someone choose to do business with one company over another? What’s the differentiating factor? In this episode of FlowCast, a Trillium Flow Technologies podcast, host Shelby Skrhak sought to answer that question with Trillium Divisional Managing Director Nick Adcock, an accomplished global business leader with experience across several key markets, including oil and gas, automotive, and aerospace.
He discussed why focusing on customer needs and having a strong constancy of purpose can be the difference-maker in your business.
“All businesses want to be more competitive, more efficient, more reliable and have more compliant products, because our customers are demanding it,” Adcock said.
That’s why providing products with the latest industry technology is important, but meeting customer demand is more than providing a satisfactory product. The key is understanding the universal appeal of great customer service.
“No matter what sector you work in, all customers highly value great service,” Adcock said. “We all do. Before the sale, during the sale process, after you’ve delivered your products – it’s that after-service that people remember.”
Meeting a customer’s needs means meeting that customer where they are — literally and metaphorically.
“Customers like doing business in their own language, in their own culture,” Adcock said. “They like doing business locally, in their own time zone, so they can see you and talk to you.”
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