The Hill and Griffith Company's News Blog

The old saying "Great Minds Think Alike"! We here at HG, like to think that all our great minds bring more to the table then just thinking alike! Great things in business are never done by one person. They're done by a team of people!    

Hill and Griffith's Management & Sales Team 

Vice President Sales & Operations, Mike Lawry congratulates Donna Nijak, Plant Manager Indianapolis Facility, on her 5th Anniversary with The Hill and Griffith Company.

We have all been there. We work our tails off to develop a new account, get the trial order, run the test and finally get the first real order. That, believe it or not, was the easy part.

Now, we have to keep the customer coming back! These tips apply to anybody who sells something, whether you are a manufacturer or a supplier in the precast concrete industry or any other industry. Many of these points can also apply to your everyday life with your family and friends.

SO, HOW DO YOU LOSE A CUSTOMER IN 10+ EASY WAYS?

1. Ignore them.
You’ve won their business and now have more important things to do – namely get more business. Unfortunately, your competitor who just lost the account is now thinking of ways to get it back. Large or small, you need to maintain contact with your customers to ensure they are satisfied. Let them know that you are always looking for new ways to help.

2. Make stringent credit policies.
“Our terms are net 30 days, and if you can’t live with that, go somewhere else.” No, we are not our customers’ banker, nor should we be responsible for banking their operation. On the other hand, you should know what your competitors are doing, know the industry standards and understand what you can live with. In the construction industry, it’s not uncommon for payments from some customers to lag 120 days. Those aren’t likely your terms, but if it’s a good customer, can you live with that? Your terms can be seen more as a guideline than an ironclad rule. In checking, you will probably find that receivables average about 43 days. Keep in mind that includes those accounts that pay in 30 days or less, along with those that stretch into 120 days. And yes, there is a line drawn in the sand as to how long you allow them to pay.

3. Don’t follow-up on requests or questions.
A customer calls you and asks for some information. It’s not in your area of expertise or responsibility, so you pass it on to the responsible person. A week later, the customer calls again. A week later the customer calls for the third time. If you are passing the baton, confirm it in writing and make sure your co-worker closes the loop with you. Yes, the customer belongs to all of us, but as the salesperson, you’re on the front line.

4. Fail to notify them of a change in policy or pricing.
Nobody likes price increases, but they are a fact of life in business, and when there is a price hike, it is your responsibility to notify the customer. A phone call puts you on offense rather than defense, and it is a lot easier to be proactive than to defend yourself when a customer is feeling blindsided by a larger-than-expected bill.

5. Micromanage them.
You have responsibilities. So do others. When it comes to the important things, be sure to follow-up but don’t think you need to cover every little detail. On one hand, it is your responsibility to make sure your customers are always well informed. On the other hand, you don’t want to be overbearing.

6. Prejudge them.
A customer comes to you, and it’s a small operation. You write it off. Then, later, you find that the company expanded the operation or purchased a competitor and is now a player in the market. When you are in the field, it is your responsibility to follow-up on all leads, even if it’s just a phone call to qualify the account.

7. Fail to stay in touch.
Sometimes a customer is in a remote area or just doesn’t fit into your travel plans as frequently as you would like. In that case, call them on the phone and say: “I was just thinking about you and decided to call to see how things are going.” That makes the customer feel wanted, which is how you always want your customer to feel.

8. Be sure to point out when they are wrong and you are right.
There is more than one way to point out when a customer is wrong. You need to be careful that you don’t end up arguing with the customer or play, “I told you so.” Present the facts and/or historical data. Being diplomatic is not easy, especially when dealing with a difficult person. Take your time, keep your cool, let things settle down and think about the right approach. Don’t show anger. You might win the battle with a direct confrontation, but you will surely lose the war.

9. Don’t ensure the question is answered.
You provided the requested information, but did you then ask, “does this answer your question?” This follows the concept of the “Johari Window.” Read this carefully and think about it: “What I said is not necessarily what you heard, and what I wanted to say is not necessarily what you wanted to hear.” Put yourself in your customers’ shoes and try to feel as they do when you are dealing with them. ‘Nuf said.

10. Stop trying to help your customers improve their business.
This applies to the materials you are supplying, but also to other business practices. Your first responsibility is to your own company and products, of course, but if you can share your expertise in other areas to advise a customer, it makes you an invaluable resource rather than just a salesperson.

(I should stop at 10, but …)
11. Stop trying to win business back.
The customer moved on, so there’s no reason to follow-up again, right? Well, guess what? Things change. And if you’re not in regular or semi-regular contact you might just miss a nice opportunity to win a former customer back.

12. Stop asking questions.
You can’t read the customer’s mind, but you can often see things that might prompt you to offer suggestions for improvement. Offer your comments, but don’t be obnoxious about it. Sometimes asking questions opens the door for you to share possible improvements.

13. Be a know-it-all.
It’s never a good idea to let customers know up front that you know more about their operation than they do and that you are smarter. Not a good idea … ever!

14. Be Inflexible.
When a customer is looking for a break or wants you to make an exception, your first response might be, “I’d like to help you, but rules are rules and my hands are tied.” Instead of just prejudging a request and dismissing it, delve a little deeper. Maybe you can bend the rules, maybe not. But being willing to listen and go to bat for a customer shows you care and your customer will remember that.

There are other ways to lose a customer, but this is a start. It never hurts to review your selling practices and to be responsible to yourself, your company and your customer. In all cases, be sure that you are giving them your full effort for the best industrial customer service.

Bob Waterloo is a technical sales manager, concrete release agents, for The Hill and Griffith Company, based in Indianapolis.

Dave Greek, Jr. congratulates Ron Schweyer on his 5th year anniversary.

The Leading Industry Event for Education and Networking

The show is wrapping up today and we would like to thank everyone that stopped by Booth 209. Our show team in the photo from left to right: Mike Lawry, Barry Morgan, John Spindler, Doug Schwall and Tom Dempsey did a great job.

We were sharing our Foundry Supplies Brochure below and you can download it here. 

We're also big supporters of the Foundry Educational Foundation (FEF) and you can learn more about this important student awareness initiative from the video below.

See you at a the next American Foundry Society event.

Hill and Griffith Customer Service

The Hill and Griffith Company's green sand metalcasting foundry chemicals and supplies help achieve the EPA's M.A.C.T. standards and reduce Benzene emissions. Our variety of environmentally sound release agents, coatings, partings, lubricants, core oils and specialty products will help you meet your metal casting's needs. We're known for our hands on approach. Let us visit your plant and recommend products that suit your needs.

Product Samples

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Technical Services & Support

On-site casting defect investigations, product testing, machine start-ups and much more. Also, lab facilities are available to provide testing upon request.
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The Precast Show is the largest precast-specific trade show in North America and the one place where you can find the industry’s most important suppliers and foremost equipment experts under one roof. Come see the Hill and Griffith Company at Booth 1527.

Although it's not the new bundle of joy that comes to mind when adding a new addition, we here at The Hill and Griffith Company are very excited to introduce our newest addition to our growing family!

The Hill and Griffith Company has been delivering high quality products since 1896!

Don't bet because there's always that chance you will lose!

Cincinnati Employee-Sean Carter lost a bet with Mike Lawry. Sean bet that the Cincinnat Bengals would win the game against the Steeler's this past weekend. Guess who lost?

Tim Cowell-Hill & Griffith's Technical Director for Die Casting & Metal Working Fluids

In the picture above Tim Cowell is presentinig his Formal Presentation at the XVI Simposium 2017 in Queretara, Mexico

New Technical Representatives and Mike Lawry's appointment to Vice President of Sales and Operations

Dear customers and friends of The Hill and Griffith Company,

It's been a busy year here at The Hill and Griffith Company. We've had successful foundry and concrete industry shows and you'll find us this week at the North American Die Casting Association's Die Casting Congress & Tabletop, September 18-20, 2017 in Atlanta, GA, Booth #225. If you get the chance, please stop by and meet these new employees.

I’m pleased to announce the hiring of Doug Schwall for the Northern Indiana territory for sales. Doug comes to us with 20+ years of machining, die casting and maintenance experience as a hands-on manager. His duties will include die casting, foundry, concrete and machining with an emphasis on new customers and growth to existing accounts in the area. Doug’s understanding of the area and key personnel will be a tremendous asset with growing this territory to its fullest potential. Doug’s contact info:  

Doug Schwall
The Hill and Griffith Company
Technical Representative
317-313-4059
dschwall@hillandgriffith.com

 

And I’m pleased to announce the hiring of Angela Cox for the Northern Illinois/Wisconsin territory for sales.  Angela comes to us with 15+ years of die casting, machining and industrial chemical sales experience. Angela’s contact info:

Angela Cox
The Hill and Griffith Company
Technical Representative
931-216-2026 Mobile
acox@hillandgriffith.com
 
 

Also, I’m pleased to announce the hiring of Rodney Schisler for the Southwest Ohio territory for sales. Rodney comes to us with 28 years of die casting and low-pressure casting experience as a hands-on manager. His duties will include die casting, foundry, concrete and machining with an emphasis on new customers and growth to existing accounts in the area.  Rodney’s past experiences will be a tremendous benefit with his process knowledge and will be utilized in other territories as needs arise. Rodney’s contact info:
 
Rodney Schisler
The Hill and Griffith Company
Technical Representative
513-503-3314
rschisler@hillandgriffith.com

One last thing, my new title is VP of Sales & Operation. After 26 years with The Hill and Griffith Company, I look forward to improving our sales and service even more in our core markets as well as new ones. My door is always open, so contact me at any time with any concern or a new idea to help make your job easier. My contact info:

Mike Lawry
The Hill and Griffith Company
VP of Sales & Operation
317-727-8276
mlawry@hillandgriffith.com

Sincerely,

Mike Lawry

Hill and Griffith Customer Service

We're known for our hands on approach. Let us visit your plant and recommend release agents, lubricants, plunger lubricants and permanent mold lubricants that suit your needs. Products that represent the latest in technology and ongoing research that enhance competitiveness and increase productivity.