Speaker Snapshot
Thomas L. Hudgin II: Striving for Excellence... The Key to Superior Customer Service
Monday, October 16, 2023 | 9:45 am – 10:45am
“You cannot survive on one-time customers,” Thomas L. Hudgin II states.
That is why Tom believes that customer service is key to success in all fields, including electrical contracting. He shares the data behind this belief in his SPARK session, Striving for Excellence…The Key to Superior Customer Service.
“You are actually selling relationships,” he says. “In most cases your competition has the same equipment, strategies, sales channels, and similar products. You have to be superior in organization skills, communications, employee encouragement, influencing and energizing your workforce, and have the ability to create loyal customer relationships.”
Tom says the best way to nurture these skills is to empower each and every one of your employees. Make sure they know that their actions are critical to creating the superior experience that has a customer coming back to you. Tom says to seek input and ideas from employees regularly so they see the company values their input and that it is leadership’s responsibility to help all employees understand that when they interact with customers, they have a chance to make a difference.
“Whether you are foreman, owner, accountant, installer — it is YOUR company,” Tom says. “It’s not just the owner or president’s company; it’s everybody’s company. Owners need to help employees understand that every single person makes a difference and they should be proud of what they do. It is everyone’s job to not only meet customer needs but to exceed their expectations. You want every employee to come to work thinking ‘I have a chance to make a difference’ each and every day.”
Likewise, he says, it’s important to have regular conversations with customers en route to becoming their trusted partner.
“Make sure they can see that you really care about their success and how the current job you are doing for them contributes to this success,” Tom says. “Build trust and respect. If challenges arise, meet with the customer and talk about it. Provide solutions. Then follow through and report back. They will appreciate this, and they will be repeat customers.”
Jump at Opportunities to Excel
- Customer needs a non-standard part…go for it.
- Customer has back orders, productions problems, schedule delays…we can help.
- Customer has problems with its suppliers…Let me tell you how we fixed that problem with our operation.
Get involved with your customer’s success — offer design ideas, problem solving, production efficiency, temporary use of your facility or equipment, manpower.