Our journey to becoming a customer-centric company
April 16, 2018
At Solomon Corporation, we pride ourselves on providing the very best customer service. From our CEO through the entire organization, our focus is on the customer.
When called to action we respond to customer situations and spare no time or expense to remedy a given challenge. But, the question remains, “Does providing great customer service mean we are a customer-centric company?”
Now, you may think that there’s not much difference. By definition, customer service is the assistance and advice provided by a company to the people or organizations who buy or use its products or services.
Becoming customer-centric goes even deeper than that to define who the company is and what it stands for. Providing great customer service is just one piece of the puzzle. It involves taking steps to ensure the customer is at the center of a business’s philosophy, operations or ideas. The customer-centric journey takes focus, teamwork, and cooperation across departments to develop processes and systems that drive a positive customer experience.
At Solomon, our journey begins with each employee thinking in terms of how his or her job is done. We train team members in each department to develop a well-thought-out response to a challenge, rather than a quick reaction to a given situation. Each team member asks, “How does an action affect our customer?”
In 2018, we developed two initiatives to help us maintain our focus.
Internally, we began a campaign called “Meet Your Boss.” It consists of customer introductions so team members can connect a face and a name to the work they do each day. By creating a more personal bond with our work – whether it’s a paint touch-up or a follow-up call regarding a transportation schedule – it will serve as a meaningful reminder of who our boss really is and why what we do is so important.
Externally, we added “We Say YES!” For our customers, there is no need to look elsewhere for a solution to their challenge. Our job is to find ways to fulfill our customer’s requests. We have the solution: reconditioned, rewound, new, repair, rental services, spare parts, engineering, and more.
Just as all customers are unique, every challenge they have are as well. A solution that works for one may not work in all cases. We strive to manage expectations, communicate clearly, and consider the impact on our customers in every situation. At Solomon Corp, our customer-centric journey is never-ending.