I just received a cold call recently from an enthusiastic young man. I knew what his company did as a colleague of his had called a year or two prior. We were incredibly short handed that day and he asked me if it was a good time, I said it wasn’t. He was very nice about it and asked when would be a better time for him to call. I said the following week.
The following week the young man was just as enthusiastic when he called as he was the week prior, he reminded me who he was and that we had spoken briefly the week before and was my day going any better.
His enthusiasm didn’t wane as he launched into his spiel. “Are you sitting down….go to www._____.com, are you there…ok, now go to services…..” At this point I was turned right off. I did not appreciate his approach, – I didn’t like the fact that he was telling me to do this and do that and I also did not know how long this way going to take, so I told him. He took the criticism and continued on again with exactly with the same verve, modified slightly for his potential client.
Long story shortened, although at the onset I wasn’t thrilled with his technique, I did hear him out, let him send more info and in the end he did gain a client. Had he lost his enthusiasm during the call, he wouldn’t have made the sale.
His attitude was essentially the deciding factor from the first call to the second and all points in between; his enthusiastic attitude was there throughout.
An old line but still a pertinent one “Attitudes are contagious. Is yours worth catching?” I must admit at times, mine isn’t. But I work to improve this everyday, so remember you can change your attitude at any given time as well – if you decide to.
There is another moral to this story: Things do not necessarily have to be done in the manner in which you think you would like it, in order for it to be successful. There are as many ways as there are people to handle situations, because each individual puts their own personal spin on the situation. There are many roads to success.
With this in mind everyone here has contributed to this months PUTS with a little blurb about what they do to make a difference everyday at KBC Tools. We are a team, we need everyone to do their best every day and remember, every single one us has the opportunity every day to make a positive difference that makes a KBC a better, stronger company!
Thank you everyone at all branches for your contribution every day!!
This is what I do to promote KBC tools daily,
I greet each customer with a smile.
I tell them a joke if appropriate and often make their day.
I address them by name, which I find promotes good will, because I took the effort to do this and also remember an interesting fact about them.
When I wear my KBC shirt in public, I act like I am representing KBC wherever I am, and people do remember what they see–I was at Lowes and a clerk from Lowes said—“Oh! KBC tools, I am a customer, I go to college and your prices are good.”
If a customer phones and says he is on the way to pick up something on backorder that is important, I will check his order to ensure it is correct, better to find out now, then when the customer arrives if there is a problem.
I offer spiffs and specials /a hot cup of coffee, and a handshake.
EF– Front Counter
Customer service doesn’t stop after you are done talking to the customer. A big part of making sure customers come back to KBC is in the products they receive. This includes making sure they get the right item they ordered but also that it is received in a timely fashion and in good order. Ie. Dusting off the product, cleaning the oil & grease off of them, making sure the packaging isn’t damaged. Also, when packing the products you want to make sure they won’t get damaged in transit and that it is easy to identify and they can find everything in the box or envelope. This will help to ensure the customer is satisfied and will order from us again.
KW – Warehouse
That’s good question. What do I do to make a difference daily at KBC? I knew my accent would be an obstacle at times. So I insist on smiling when I’m on the phone. I would sound better & customer could feel my enthusiasm. I always try my best to return customer’s call or fax ASAP. So they know that KBC highly appreciates their business. In my mind, order is always No.1 but service is more important. A pleased customer would come back definitely.
JL- Order Desk
I make my best effort to be precise in my picking. I try to be as quick as I can, knowing that every order done quickly contributes to the whole of the orders, that day, being completed. I try to pack items safely and neatly, as presentation will affect the clients’ perception of KBC. Add it all up and hopefully the clients will appreciate those things and keep coming back.
DC – Warehouse
“With my training in multiple areas; I, when needed, pitch in to help get the client what they need when they need it. Whether it be answering the phone, picking orders, or serving the clients in the showroom. I think it also gives me a unique perspective when helping the client on the phone.
I also try to work with vendors to get KBC the best deal possible so we can pass this on to the client. In addition, come up with ideas and suggestions to improve our processes and help the client.
Along with my regular duties in accounts receivable to work with the clients to achieve a mutually beneficial payment arrangement.”
JD – Accounts Receivable/Payables
I try to keep a happy, optimistic atmosphere here at the front counter. Try to serve fast, finding a solution for the customers problem(s). I leave all the time the customer to feel that he is the BOSS and I’m here to serve him. I’m also very patient. Every time I imagine me on the other side, and I think about what I expect to get from the seller. Promote special items. Don’t lie to the customer. When the B/O is coming and is not complete I let customer know about the missing parts.
DB – Front Counter
Everybody is a potential client. We need to treat everyone that we have our hands reach well, whether it is our existing KBC customers and existing vendors/service providers, or even the odd persistent sales representative that keep us on file (even after we have repeatedly told them that we are not interested in their service/product). We should always present ourselves well as KBC Team members, because you never know when that persistent sales rep will be our persistent customer. So everyday, whether it is mailing the invoices neatly and promptly, answering the phones with a pleasant manner, or as simple as refilling the coffee and tidying the coffee station, I always try to put 100% effort to do my job, and give KBC a good name.
SI –Administration
I at least know for sure that I do what ever it takes to “pump up the sales” Meaning getting all the machinery ready & shipped, all the hydro ready when it can be, not just for our branch but all the rest if needed. I also pitch in and help out where ever an extra body might be required. From assisting at the front counter, to shipping, to receiving and all the points in between. It is not the fact of only doing just one thing but doing what ever it takes to Pump Up the Sales.
RN – Warehouse
I order all the Canada purchases on time for our clients, sometimes same day, in order to make sure the customers get their goods as quickly as possible. I do all the entry for receiving the goods and also the inventory quantity/location changes ASAP so that we are up to date with the inventory. By doing so, I ensure that orders are not delayed by remoting them to Michigan when we actually have stock here. The clients get their goods not only faster, but with less shipping charges. Everyone knows it is more expensive to ship from Michigan than Mississauga. I remote all no stocks as soon as I get them from the warehouse staff and sometimes follow up with our Michigan branch to make sure the order is shipped the same day per customer request. I process all the credit applications in a timely manner, especially when there is an order on hold, and, thus, make sure the orders are released faster. I check for back orders per customer requests and when I am told item is released to ship, I make sure it is shipped to the customer within 48 hours. I enter the credit memos same day as I receive them. I also print different reports and check them to make sure there are no open orders left unprocessed and customers are receiving their goods. Everything I do more or less speeds up the process of getting the goods to the customers and helps keep the clients up and running.
SL – Expediting
“It is the greatest of all mistakes to do nothing because you can only do a little. Do what you can.”
At the end of the day, ensure that all orders get out the door, so the customer will have their items the next day.
Ensure that the customers get the right items, try to get the cheapest cost of shipping for the client. Pack all items inside the box well so they won’t get broken or damaged.
DH – Warehouse
1) I would like to maintain my relationship and touch with the client, whether they are buying from us, or haven’t bought from us in a while. The fact that we keep in touch, keeps us in the clients mind. Now we can keep in touch by sending a quick email, or making a quick call, or however. A lot of customers come back with that (that has been one of my very good experiences).
2) Being in sales, we have to stand by 2 things, one as a representative of our organization and two, we got to think as us being the client elsewhere, I work for KBC but I am a client elsewhere, so when we think of ourselves as a client, and wear his boots, we know exactly how or what kind of customer service clients would expect, and when the client realizes that, he/she appreciates it. We have to do the best we can for a client at the same time maintaining the professional outlook of our organization.
3) Customer relation is not just a one time thing, we should create a long term relation, so customers know, KBC is always there and they have not been forgotten, I believe customer retention is a very important part, in the past I might have made a few mistakes on orders, but accepting it and working on how to resolve it, is what matters to the client. Mistakes are human, but accepting them and solving them, and letting the client know that we are working on it, is what brings the client back.
4) Constantly, my contribution to KBC also includes the fact that I like to mention my team members from time to time to my clients, I always tell them, should you need to call me, and I am not around, feel free to talk to my colleagues here, they will take equally good care of you, this creates a sense of good customer service within the clients.
5) Personal touch always helps, depending on your relationship with the client, a little laugh on the phone, or asking how is everything otherwise etc always makes the client feel we care, for example, I always ask Jim @ Norvik, how his little Grandson is doing, or Leah @ Lerico, how are things or how was her weekend, so on and so forth, clients love it, and so do I as a client elsewhere!
6) Say what you can do, and let the client know what you are doing, keep the client posted, that really helps.
All and all I try my best to make KBC a place where a client should be able to come back many times over a long period of time, rather then just a one time business affair.
And for this, working by myself has never really helped; Team Michigan, OC and BC have always been there to help us with everything!
NB- Order Desk
“If we learn from our failures we haven’t failed. If we get understanding from our defeats, we haven’t been defeated. If we gain wisdom for our losses, we haven’t lost.”
Work harder to make the customer happy. When we receive the order from the printer, need to pick and pack the order the same day. We need to stop talking, move faster and pick and pack. I like the idea about the pickup order that we put the bin upside down and when we receive a pick up order we have to pick it right away to get to the front counter, so the customer can get their order quick. The customer will know that KBC Tools is fast, so they will keep coming.
YA – Warehouse
Since most of us have worked here long enough to know the tools, when picking an item that shows no stock and it is a set/kit, especially if it’s a tap set in our computer you can easily find out what parts are needed to make the set and in just one click WOW you’ve made a set. You make the customer happy and reduce backorder costs. I’ve done it many times and even have made them for the front counter and made the customer happy – save time, and money on both sides and PS. we have the cases to make the set. HOORAY!!
OL – Warehouse
I try to keep a cheerful and uplifting attitude when answering the phone and meeting any customers in the showroom regardless of the nature of the call. Placing orders is uplifting but what about delivery requests or shipping / product problems? – You must maintain this same pace because the customer can feel the change if one is present. If the customer is upset let him vent and get the facts. Then by telling him you will investigate and give him your name and extension, repeat it this gives him a lifeline so to speak, some one he can call. Thank him for bringing this to “our attention” this brings him into the KBC realm as someone with valuable input – not a complainer. It changes the relationship into a “partnership” for the betterment of KBC. The customer now feels he is welcome regardless of the nature of his call or visit.
MC- Order Desk
If I am passing by the front counter and if any customer is waiting for help, I always try to help him, even though I am not trained for it. I try to spread by word of mouth with my friends and within my neighbourhood how KBC is a one stop shop for tooling. I pack the boxes in a way so that it should not be any problem for the receiver. And while shipping I check on the carrier to see which one will cost the customer less.
IM – Warehouse
When collecting for payment or for missed invoices or when leaving voicemail or emailing the customer I use positive words.
Try to understand their situation and at the same time they also understand our situation, let them feel that KBC Tools is willing to work with them – WHILE REMAINING PROFITABLE AT ALL THE TIMES.
When client calls for a fax copy of an invoice or packing slip I always ask them if they do not receive within a 1/2 hr please call me back – IN THIS CASE THEY KNOW THAT WE DO CARE and I always give my name and extension # please feel free to call.
Returns we keep them within 48 hrs from start to finish as we always do – IN OTHER WORDS WE DO WHAT WE SAY.
Offer the customer a small discount if they received an item incorrectly to avoid return charges and more paper work -INSTEAD – TURN IT INTO SALE.
When answering the phone, ask for the order each time the customer calls for price & delivery.
GG –Accounts Receivable
“The difference between a hero and a coward is one step sideways.”
I enter orders everyday. Everyday I always try my best to make sure that I enter all information correctly. On the phone, I also try my best to help the customers as much as I can and am always polite to them. I enter the right part number, correct PO number and ship to the right address. These are very important to the customer. This will make the customer happy and want to buy from us again since we gave them what they expected.
DG – Data Entry
I make sure that I ship all the special flyers (Mississauga currently has 3 additional 15 page flyers that are being promoted along with our KBC flyer) to the clients. Even to the new prospective clients. I also ship special flyers with the catalogues. Maybe, they will be attracted by any item in the special flyers to begin with. Pack the shipments neat, clean and send MSDS with all chemicals so that they don’t have to waste time to get one later. We all work as a team, to make sure all the orders get shipped the same day, so that the clients are attracted by our efficiency. When I go to drop off a pickup order and see a line with any customer waiting anxiously for his/her turn for pickup, (only when EF or DB are busy with other clients) I always check if there is any client for pickup only and I help them. They do appreciate the additional help and service. All these reasons as above make these clients come back again. Whenever, in the showroom for pickup or any other reason always wear a smiling face and answer any question by client happily.
VA – Warehouse
“A bisl un a bisl, vert a fule shisl” – an Old Yiddish saying
Translated means – A little and a little becomes a full pot
Thank you again everyone for your input and remember as it says above all of our efforts combined leads to our success!
Have a great May and SELL, SELL, SELL -KBC Mississauga
KBC Tools & Machinery 