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Word on the Street — September 7th thru September 11th

September 11th, 2009 Mel White 1 COMMENT
Word on the Street by Kevin Carty

Word on the Street by Kevin Carty

Ever Wonder What a Classic Project Manager Does?

I’m traveling for business this week. During several of my meetings, I discovered that not everyone knows what a Classic Project Manager does. That surprised me because our Project Managers are critical to how your quotes, your orders, and even your basic product questions are handled. They are your “eyes” and “ears” at Classic Exhibits. They are your advocate, not only in Customer Service but also when your order goes to our Production Manager and our Production team.  

So . . . what does a PM do? In short – a lot! There’s a reason why PM’s at Classic seem to know the details of every display system and the nuances of your quote or order.

A Classic PM is the voice of Classic everyday. They are the ones you rely on for quotes, answers to questions, and guidance on prospective projects.

But their talents, and work, really kick in once you place an order. (more…)

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Word on the Street — July 6th thru July 10th

July 10th, 2009 Mel White COMMENTS
Word on the Street by Kevin Carty

Word on the Street by Kevin Carty

Client Retention vs. Client Protection

I hope and trust you all had an enjoyable holiday weekend with your family and friends! I know I did. I’m not sure I have ever packed so much into a 3-day weekend. I suppose that comes with having two young children. By Monday, I was exhausted!

This week I would like to reflect on something I’m hearing a lot about these days — Client Protection.

At what point does “Client Retention” become “Client Protection“? And at what point does it appear desperate?

We all understand and have implemented Client Retention programs. They are smart, necessary, and reflect good customer service. But this new term or buzz word, Client Protection, seems different. 

For the past year, many AE’s or company representatives are travelling to trade shows, not to look for new clients, but to accompany their existing clients to their shows.  

Obviously, the downsized market is striking fear in people, a fear that clients will be tempted away by others. There is a sense that they need to be there to fend off potential suitors. Sort of reminds me of the movie Jerry Maguire. Near the end, when Rod (Cuba Gooding Jr.) is standing at the end of the tunnel waiting to run out on the field, Bob Sugar (Jay Mohr) approaches him and tries to talk to him about becoming his agent. Just then, Jerry (Tom Cruise) comes running up and tells Sugar to get lost and to “stay away from my guy.”

Has it really come to that with clients on the show floor? God I hope not! But I have to say that is what I’ve heard is happening at some shows. 

Have you ever been around that married couple where one of the spouses “always” has to accompany the other wherever they go? Whether it’s traveling for business or to the grocery store? Leaves you thinking, “What’s up with that?” What is that person so fearful of? And why?”

I’m sure this may sound a bit naive, but won’t solid relationship skills, a good understanding of your client’s needs, and caring for those needs protect you from having your clients “stolen?” Can’t good Client Retention practices achieve the same goal?

Again, feel free to shoot holes in this as being Pollyanna. But it seems like a dangerous knee-jerk reaction to the current economic conditions In the end, when we have finally recovered from this awful economy, will we have set a difficult precedent? Not to mention the appearance of desperation.

I look forward to your comments as always.

Have a great weekend.

Be Well!

–Kevin Carty
http://twitter.com/kevin_carty
http://www.linkedin.com/pub/kevin-carty/3/800/32a

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Word on the Street — June 22nd thru June 26th

June 26th, 2009 Mel White 1 COMMENT
Word on the Street by Kevin Carty

Word on the Street by Kevin Carty

What’s Your Value Proposition?

This was a frequent topic of conversation this week as I traveled. Both in my meetings and in a conversation with the person sitting next to me on my flight back to Portland.

Wikipedia defines Value Proposition as: “A Value Proposition consists of the sum total of benefits which a vendor promises that a customer will receive in return for the customer’s associated payment (or other value-transfer).”

Whether you are a manufacturer trying to secure a new distributor relationship or a distributor trying to sell a new exhibit, your Value Proposition is often one of the most important deciding factors whether a customer decides to do business with you.

It does not have to be one product, one service, or one quality. As a matter of fact, it should consist of several attributes and qualities. At Classic, we try to live by several that make up what I believe is the Classic Value Proposition.

Here are two examples:

1. The first is simple and many of you have heard me say it many times, “We do what others are unwilling or unable to do.” A great example of this is how we approach our CNC metal bending process. Our competitors generally shy away from bending aluminum extrusions along the “hard edge.” A good example can be seen in the VK-1043 Magellan Hybrid Display. Often, kits like this are born from projects that came to us because an existing provider could not or would not produce the unit the way the client wanted. I am proud to say this is how we have attracted so many new Classic Distributors.

2. The second is equally important, Our Customer Service Philosophy. At just 15, I started working for Nordstorms as a stock boy. You may not all be familiar with Nordstroms. It’s a department store chain, based in Seattle, that has locations in many major U.S. cities. The renowned Nordstoms’ Customer Service Philosophy was impressed on me at a very early age. The Nordstroms Way, a book by Robert Spector and Patrick McCarthy, quotes James Nordstroms, prior to his death in 1996, telling his eventual successors, “Continue to think long-term. If we give a better value today, five years from today we will be a better company.” It sounds easy enough, and it is, if you view service “as an act of faith!” I encourage you to read the book and discover what I learned by working at this remarkable company.

These are just two of the Value Propositions at Classic. I plan to explore others in in the weeks ahead. Are these two set in stone? Yes . . . but others are not. As a company and as a team, we need to be flexible to meet the needs of our customers.

How about you? What are the core attributes that create your Value Proposition? Excluding things like your stunning good looks, great sense of humor, and expense account, why do customers do business with you? I look forward to hearing from you.

Be Well!

–Kevin Carty
http://twitter.com/kevin_carty
http://www.linkedin.com/pub/kevin-carty/3/800/32a

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