Why Do Customers Keep Material Handling Distributors Awake?

Material handling distributors discuss end-user issues.
By: Steve Guglielmo
 
June 6, 2011 - PRLog -- The MHEDA Journal Online  (http://www.TheMhedaJournal.org), is the leading online magazine for the forklift, conveyor, storage & handling, and general material handling equipment industries. As part of its continued commitment to highlighting the biggest and most important issues in the material handling industry, the site has a feature called "On the Edge" for discussing hot-button industry issues.  According to Gregg Lederman, CEO of Brand Integrity and 2011 MHEDA Convention keynote speaker, 81 percent of senior leaders believe that their organization delivers superior customer service. Only eight percent of their customers agree. The MHEDA Journal Online spoke to several distributors to find out why this disconnect exists and what can be done to combat it in the material handling industry.

One of the major issues that arose was communication. During the Customer Panel at MHEDA’s 56th Annual Convention, three end-users discussed hot-button issues in material handling partnerships from a customer perspective.  “What we have seen is that people are sometimes afraid to bring up issues or problems,” says Matt Pitts, vice president of building services at The Home Depot (Atlanta, GA). “I would much rather hear it straight so that we can face these issues head-on. Tell us your plan up front and keep that communication channel open.”

Another issue that often surfaces is a customer’s financial capability. “When a major account experiences financial difficulties, our risk increases,” says Jerry Weidmann, president of Wisconsin Lift Truck (Brookfield, WI).  Warren Cornil, CEO of Sunbelt Industrial Trucks (Dallas, TX), agrees. “The only thing worse than not having any business is having business and not getting paid for it. Long ago, I made a deal with my banker. He doesn’t sell forklifts and I don’t lend money.”

Customer issues are inevitable. Once they arise, distributors often find themselves at a crossroads. If the issues are irreconcilable, sometimes distributors are forced to cease doing business with a customer. Other times, these issues can serve as teachable moments that the distributor can benefit from down the line. To learn more about how to handle customer issues, read the entire article on The MHEDA Journal Online. http://www.themhedajournal.org/index.php/2011/05/why-do-c....  The MHEDA Journal is published quarterly, in January, April, July and October. For more information, contact Steve Guglielmo, assistant editor of The MHEDA Journal, (315) 445-2347, email: steve@datakey.org.

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About MHEDA
Founded in 1954, the Material Handling Equipment Distributors Association (MHEDA) is the premier source for manufacturing knowledge, education and networking. Through its member journals (www.TheMhedaJournal.org), e-magazines, newsletters and industry wiki (www.wikimheda.org), MHEDA connects the manufacturers of storage & handling, lift trucks and conveyor equipment and distribution leaders for the purpose of delivering optimal solutions to the users of those products. MHEDA publications are the industry’s voice for all matters related to the latest technology and the most up-to-date processes spanning the movement and storage of all materials. A 501(c)3 organization, MHEDA members span all of North America.
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Source:Steve Guglielmo
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Tags:Customers, Material Handling, Distributors, End-user, Issues, Industry, Gregg Lederman, Brand Integrity, Customer Service
Industry:Business
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Page Updated Last on: Jul 25, 2011
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