Welding & Gases Today Focuses on Candid Customer Feedback

Aug. 8, 2011 - PRLog -- Customer complaints are among the most direct, timely and useful feedback distributors can receive, but they are also the most dreaded, ignored and mishandled customer communications. Distribution industry veteran Gary Moore explains how to benefit from customer complaints in “Turn A Negative Into A Positive,” an article appearing in the Summer 2011 issue of Welding & Gases Today, the leading magazine for the gases and welding equipment industry.

“Complaints let you know about issues within your company that may be routinely causing problems with customers or operational issues for your company,” says Moore. Repeated complaints about out-of-stock items may indicate a need for new ordering algorithms. Repetitive complaints about service response time may indicate needs for better dispatching, more service vans or better customer communication. Research shows that customers who believe their complaint has been handled fairly are more apt to trust the company, give referrals and do more business with that company.

Gary Moore’s article is part of the cover story in Welding & Gases Today called Customer Connection. For the Summer 2011 issue, Welding & Gases Today went straight to the end-users to find out what they expect from their gases and welding supplier. The result was the article, “What Your Customers Really Want,” which reveals surprising results to questions about service vs. price and whether end-users value the reputation of the product or the distributor more. These candid responses from actual gases and welding customers offer valuable insight into what motivates their purchasing decisions.

To read Gary Moore’s article, “Turn A Negative Into A Positive” and find out what customers are saying about their gases and welding distributors, view the cover story, Customer Connection, (http://www.weldingandgasestoday.org/index.php/magazine/cu...) at Welding & Gases Today Online.  For more information, contact Devin O’Toole, content editor at Welding & Gases Today at devin@weldingandgasestoday.org or 315-445-2347.

About GAWDA
Founded in 1945, the Gases and Welding Distributors Association (GAWDA) is the premier source for manufacturing knowledge, education and networking. Through its member journals (www.weldingandgasestoday.org), e-magazines, newsletters and industry wiki (www.gawdawiki.org), GAWDA connects suppliers of gases and manufacturers of related equipment as well as manufacturers of welding equipment and distribution leaders, for the purpose of safely delivering optimal solutions to the users of those products. GAWDA publications are the industry’s voice for all matters related to the latest technology and the most up-to-date processes spanning welding equipment and products and services related to industrial, medical, specialty and cryogenic gases. A 501(c)3 organization, GAWDA members are located throughout North America.