It’s almost time to call it a year–and here’s hoping that 2012 will be a better year for businesses of all shapes and sizes. Congratulations to those of you who made it through this tough economic year by going after new business and focusing on the needs of your customers. Ben Robinson, General Manager of Stahls’ Hotronix, has contributed to my 2012 predictions series. Here’s what he has to say:
By Ben Robinson
In 2012—more than ever—it will be the year of support after the sale. After a bad turn in the economy, customers are trying to make their capital expenditures last longer. Whether it’s a heat press, a cutter, a printer or a washing machine, customers expect support on used equipment and will look to repair rather than buy new in many cases. Companies providing this support will be in the driver’s seat for a long term relationship with its customers. A buyer/supplier relationship is a delicate thing but a good experience will provide long lasting dividends for both. With all the social networking in today’s world, it’s much easier for customers to spread the word about both good and bad support experiences. The word will be out on who does and who doesn’t provide the appropriate level of after the sale support. The world is watching—and reading online—and companies that don’t meet up to their promises will quickly be exposed.
Thanks Ben, and I must agree that companies are indeed going to have to step it up next year on many levels, including support.