Customer complaints breed sales if you handle them correctly
The customer is always right. Except when they are wrong, which is most of the time. In sales right and wrong don’t matter. Keeping the customer satisfied and happy is what matters. What’s the best method of handling the dreaded CUSTOMER COMPLAINT? Try The Personal Touch Method. Here is a formula I have developed and used over and over. To institute this method, you must first and foremost TAKE RESPONSIBILITY even if the fault isn’t...
Customer experience
When I started writing for Material Handling Wholesaler, I originally assumed the reader audience would be only those that have been in the material handling industry for many years like myself. However, what I did not think about was the new and younger workers entering our industry along with the workers that have recently pivoted to our industry for the first time. A mentor of mine once told me, ‘Be a student of the industry,’ so...
2023 MHEDA Convention & Exhibitor Showcase
Your team is the heartbeat of your organization. No matter how sleek, modern, or powerful your equipment or systems appear, they are fueled by humans. Beautiful, messy, imperfect humans. We are working in an uncertain era of employee fatigue, mental health issues, and low morale due to current pressures in and out of the workplace. Are you providing support when and where needed? As leaders, it is our job to listen, react and plan for...
The Secrets of Visionary thinkers – Five steps to living in possibility
We tend to believe that famous innovators or other “creative” people have some inherent qualities that we don’t have. But the truth is — they don’t. They’ve simply cracked the code on how to consistently live in a possibility instead of living in obstacles. Visionary thinkers see possibilities. Always. Most of us mostly see obstacles, most of the time. We move through work, and life, by addressing whatever next obstacle...
Gordon Report: Inflation, Jobs, and Interest Rates
Recent news headlines report that stocks are crashing. The markets are focused on further interest rate increases as the Federal Reserve responds to inflation. But to what extent is inflation triggered by surging jobs hiring and a falling unemployment rate? Overall businesses are still experiencing great difficulty in hiring skilled workers. Massive retirements and COVID-19 are identified as the main culprits. However, reports from...
Transparency creates a better customer experience
We’ve all been in the hospital waiting room. You sometimes seem to sit there forever. You see people come and go, and maybe you see your appointment time come and go. You don’t know whether they’re running behind, forgot you, or simply have an emergency to deal with. While a changing schedule flow is understandable, it doesn’t bode well for the proverbial customer experience. But transparency can make all the...
Competition for talent
As you are reading this month’s edition, many of you are most likely planning to attend ProMat 2023 at the end of the month. I know I am eagerly looking forward to catching up with industry colleagues, suppliers, OEMs, and distributors. It is my assumption that attendance will be at record levels as was with MODEX 2022 where that show saw a 20% increase in attendance to its 2018 show. I know attendees will be looking forward to...
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