Lessons learnt from customer inquiries
Alexander Cohr Pachai, Sabroe Factory by Johnson Controls Denmark
Customers can have many ideas
Are customers always right?
Some are mostly right
Errare humanum est
Even the best can make a mistake
Some are not well informed
Good code of practice
Listen carefully to what is required
Ask questions when something is not clear
Challenge requirements that do not make sense
Deliver the requested at the agreed time
Be precise on border conditions and what you are offering
Offer trainings only as part of the proposed solution
Good code of practice
Follow local regulations and standards
Explain why you don’t participate if the customer insists on something
Be careful with supplies that involve R22
Selling items that only rely on R22 are not allowed
Stay informed about the latest developments
Inform the customer when selling obsolete solutions
Be a good listener
Listen to the customer and find the faults quickly and efficiently
Get all the information needed from the customer
If the customer insists?
Customer might insist on a specific solution for different reasons:
A trusted consultant that designed the solution
Personal experience with a solution
Underlying reasons not known to you
Be clear on limits for use and border conditions
Deliver with a logging system to monitor the equipment status of
the system
After the meeting
Pay at tent ion to: Cultural differences
Body language
Traditions
Sensitivity of jokes
Remember th is :A positive attitude opens for questions is well received
everywhere.
Common understanding
Talk with the customer to cover all eventualities
Load is a challenge in many projects Make sure the customer understands the implications if the system is overloaded
Make a sign off on the assumptions so all agree to the load
Remember
Make your customer look good
The success of your customer can become your success as well