The Service CX
Last month I started a series on the customer experience (the CX). To refresh your memory (or if you missed the last issue), the importance of the CX in recent years has grown significantly. Communication methods, advertising platforms, social media, and evolving customer demands put the CX front and center. I explained last month that controlling and actively managing the customer experience is driven by the needs of our...
Safety at Work: How training and technology help achieve goals
No matter the size or type of material handling organization, safety is frequently a top consideration. How to keep employees safe, operate equipment smoothly, and keep a facility in good working condition all play into such decisions. OSHA cites that the most frequently reported cause of lost or restricted work time is work-related musculoskeletal disorders caused by routine lifting of heavy objects, daily exposure to vibration,...
How to more easily handle Hiring Through Prioritization
A recruiting best practice to balance multiple hires and not lose the ever-important speed to hire Sometimes hiring is crazy busy with a multitude of job vacancies and a frantic need to fill positions immediately. Sometimes, it’s much slower paced and you can work with the team as is. Regardless of what is driving the volume of hiring – the end of a quarter, event seasons, product orders, etc. – your company needs to come up with a...
The CX
The primary task in the distribution business is to care for the customer and meet their needs. This is an indisputable fact. A wise man once told me that “NOTHING happens until something is SOLD”. Selling, however, used to be a much simpler process. In days past, the customer purchased equipment. It was our job to demonstrate to the customer that our brand, its capabilities, and our support team were the best fit for their needs. ...
Dealers at a Crossroads – Choosing the Right M&A Transaction
As we enter the later stages of the Coronavirus pandemic, equipment companies in material handling and related industries are seeing the light at the end of the tunnel. Some businesses have even flourished in the last few quarters. Buoyed by changing trends in consumer consumption, purchase behavior, and decentralized commerce – and further bolstered by the broader reopening of the country – the outlook for dealers is strong....
Transitory Planning
We have been hearing the word “TRANSITORY” coming out of DC a lot lately. Transitory this and Transitory that to the point where I had to look it up to make sure what DC was inferring or talking about. TRANSITORY- Not permanent. Brief duration. Temporary. Not persistent. Interesting since DC uses the word TRANSITORY when discussing inflation, the value of the dollar, interest rates, unemployment numbers, and so on in response to Fed...
Are you a sales leader or sales chaser?
I grew up in Haddonfield, New Jersey. We lived at the corner of the busiest intersection in town. I was 15 years old when we got a puppy named “Thing-a-ma-jig.” The cutest, friendliest mutt-puppy you ever saw. One morning, about a week later, I opened the front door to get the paper — and the puppy got loose. She started running as fast as she could — right for the traffic. I started chasing her — hopelessly for five blocks, across...
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