Gains:
- Explains the commercial value of after-sales service
- Can establish a regular contact plan
- Applies the approach of turning complaints into opportunities
Selling a turnkey facility is a long process; But the real relationship begins after delivery. The facility will operate for 20 years and during this period there will be a need for spare parts, modernization and capacity increase.
Why is it commercially valuable?
Selling to an existing customer is significantly cheaper than acquiring a new customer. Moreover, a working facility is the strongest reference: the potential customer visits that facility.
regular contact
- Performance check 3 months after commissioning.
- Annual maintenance visit and condition report.
- Reminder of spare parts stock level.
- Sharing new product/modernization opportunities.
Complaint management
A complaint is a moment that deepens, not ends, a relationship—when answered quickly and honestly. The worst thing is to remain silent. Even if the solution will be delayed, a situation notification must be made.
Record each complaint and write down the root cause. The same complaint from three different customers is a sign of a design or installation problem.