The Hill and Griffith Company
1085 Summer Street - Cincinnati, OH 45204

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How To Lose A Customer in 10+ Easy Ways - Industrial Customer Service

Posted by Hill and Griffith Company on Mon, May 14, 2018 @ 11:16 AM

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.

Industrial-Customer-Service

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.


Hill and Griffith Customer Service

We're known for our hands-on approach. Let us visit your plant and recommend concrete release agents, packerhead concrete form releases, concrete form seasoning, potable water and non-petroleum concrete form release, biodegradable releases, rust inhibitors and concrete dissolver products that suit your needs.

Hill and Griffith Samples

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy."
Contact Us »

 

Hill and Griffith Customer Service

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.
Contact Us »

 

Bulletins and Technical Papers for Concrete Casting Products 

Tags: Industrial Customer Service

Congratulations Ron Schweyer on your 5th Year of Dedicated Service!

Posted by Hill and Griffith Company on Thu, May 03, 2018 @ 07:59 PM

SCHWEYER 5-YEAR-revised

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

Tags: Hill and Griffith

Thanks for the Great 122nd Metalcasting Congress, Hill and Griffith Foundry Supplies

Posted by Hill and Griffith Company on Thu, Apr 05, 2018 @ 03:37 PM

The Leading Industry Event for Education and Networking

2018 METALCASTING CONGRESS 700

Foundry-Chemicals-Metalcasting-Congress.jpg 

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

Foundry Supplies Brochure page 1a

Foundry Supplies Brochure page 2

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.

Hill and Griffith Samples

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy."
Contact Us »

 

Hill and Griffith Customer Service

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.
Contact Us »

Bulletins and Technical Papers for Metal Casting Products

 

Tags: Metalcasting Congress

See You At The Denver Precast Show 2018 Booth 1527 Next Week

Posted by Hill and Griffith Company on Thu, Feb 15, 2018 @ 03:14 PM

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.

February 22-24, 2018 – Denver, CO
Colorado Convention Center
Hill and Griffith Company Booth 1527

Thursday, Feb. 22 – 2 p.m. – 7 p.m.
Friday, Feb. 23 – 11 a.m. – 5 p.m.
Saturday, Feb. 24 – 10 a.m. – 1 p.m.

The Precast Show is sponsored by the National Precast Concrete Association and the Precast/Prestressed Concrete Institute with additional collaboration from the Canadian Precast Prestressed Concrete Institute and the Cast Stone Institute.

EDUCATION

The Precast Show offers attendees many benefits beyond the trade show floor. Information about The Precast Show 2018 education courses offered, special events, awards programs and plant tours are found below. Learn more.

Precast University

Starting with the fundamentals of precast concrete production and progressing through advanced technical, safety and leadership topics, NPCA’s Precast University offers a comprehensive series of precast-specific training courses for anyone who wants to advance in the industry. Precast University brings together all NPCA’s Production & Quality School courses in a career path that concludes with an industry-recognized certification – the Master Precaster designation. Learn more.

Read how Jodi Zwart's life changed after she attended Precast University, “I really had no interest in it when I was younger, other than when I needed a summer job,” said Jodi Zwart, daughter of Bobby Zwart, the company’s president. “And when I did work at the plant, dad would have me weed whack and do all the dirty work.”

Plant Tours

Lindsay Precast Inc. Colorado – Dacono Plant
5294 Grandview Blvd., Dacono, CO 80514
Learn more.

Vaughn Concrete Products
12650 Tucson St., Henderson, CO 80640
Learn more.

Front Range Precast Concrete Inc.
5901 Dexter St., Commerce City, CO 80022
Learn more.

Rocky Mountain Prestress
5801 Pecos St., Denver, CO 80221
Learn more. 

 


Hill and Griffith Customer Service

We're known for our hands-on approach. Let us visit your plant and recommend concrete release agents, packerhead concrete form releases, concrete form seasoning, potable water and non-petroleum concrete form release, biodegradable releases, rust inhibitors and concrete dissolver products that suit your needs.

Hill and Griffith Samples

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy."
Contact Us »

 

Hill and Griffith Customer Service

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.
Contact Us »

 

Bulletins and Technical Papers for Concrete Casting Products 

Tags: Precast Show 2018

Hill & Griffith's Newest Addition

Posted by Samantha Farris on Wed, Jan 10, 2018 @ 01:33 PM

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!

HGTRUCK-revised

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

Tags: Hill and Griffith, Service

Cincinnati Employee Took A Gamble

Posted by Samantha Farris on Wed, Oct 25, 2017 @ 02:08 PM

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

STEELERS

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?

Tags: Hill and Griffith

Tim Cowell - XVI Simposium 2017

Posted by Samantha Farris on Fri, Oct 06, 2017 @ 04:18 PM

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

COWELL-MEXICO

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

News from Sales & Operations

Posted by Hill and Griffith Company on Mon, Sep 18, 2017 @ 02:17 PM

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 & TabletopSeptember 18-20, 2017 in Atlanta, GA, Booth #225. If you get the chance, please stop by and meet these new employees.

SCHWALL REVISED-2 auto.jpg

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

 

ANGELA COX-revised 188.jpg

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
 
 

SCHISLER 188.jpg

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


Mike Lawry 188 auto.jpg

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. 

Hill and Griffith Samples

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy." Die Casting and Squeeze Lubricants- Diluco®, Permanent Mold Coatings- Concote™, Plunger Lube™- Graphite and non-graphite oils and pastes with excellent anti-wear properties, Casting Operations Products: Start-up lubes, Ladle coatings, Anti-soldering pastes, Water glycol, Trim press lubricants, Surface protection for casting storage, Corrosion protection for die storage, Cleaners for machines and dies, Corrosion protection for machines, Heat treatment quenchants, and Heat-transfer fluids. Also, Industrial Lubricants Griflube®, Hydraulic fluids with fire-resistant and anti-wear properties, Bio-Syn natural ester-based hydraulic fluid, Way oil knuckle lubes and Metalworking Fluids- Grifcut™

Contact us for Product Samples

Hill and Griffith Customer Service

Technical Services & Support

On-site process surveys, Casting defect investigations, Product testing, Tooling start-ups and Statistical process controls and much more. Also, lab facilities are available to provide testing upon request. 

Contact us to Arrange a Visit

Bulletins and Technical Papers for Die Casting Products

Tags: technical representatives

Tim Cowell to present - Die Casting Plunger Lubricants & Porosity

Posted by Hill and Griffith Company on Wed, Sep 13, 2017 @ 03:59 PM

NADCA Congress Session Spotlight - Tim Cowell, Technical Director at The Hill and Griffith Company to present at the Die Casting Congress & Tabletop 

In the weeks leading up to the 2017 Die Casting Congress & Tabletop NADCA highlights information on papers that will be presented during the congress sessions. The following paper is scheduled to be presented on Wednesday, September 20: Computer Modeling II - 8:00-9:30 AM, Session Chair: Charles Monroe

Plunger Lubricants and Porosity: How they interrelate within the Die Casting Process
Timothy Cowell, Technical Director, Hill and Griffith Company

High Pressure Die Casting is a manufacturing process in which molten metal is injected, with a die casting machine using applied force and high pressure, into a steel die to form various products (castings). Within this process, there are large numbers of variables that need to be controlled to make an acceptable casting. If these variables are not controlled then defects within the castings (parts) occur making them unusable.
 
Plunger Lubricants
 
 
From the NADCA Newsletter

Only 5 Days Until the Die Casting Congress & Tabletop - Register TODAY


The 2017 Die Casting Congress & Tabletop will be held September 18-20, 2017, at the Atlanta Convention Center at the AmericasMart in Atlanta, GA. This three day event will feature more than 120 exhibitors ready to highlight their latest and greatest products and technology. Over 30 Congress presentations will be given by experts from around the world on topics such as computer modeling, process engineering, advanced technology, additive manufacturing and a special Global Trends spotlight session, just to name a few.These presentations will expose metalcasters to the latest technology, ongoing research and successful management tools that will assist companies in enhancing their competitiveness.

Winners of the International Die Casting Design Competition will be on display and honored as well as the Die Casting Industry Award winners. Companies looking to send more than 5 attendees will receive a special discounted rate. For more information or to register* please click here.

*
Those exhibiting in the show will receive special instructions on how to register their complimentary personnel. 

Attending the Die Casting Congress & Tabletop? There’s An App For That 

Have you downloaded the NADCA App? This app provides you with access to up-to-the-minute information about the show, congress sessions, exhibitors, special events and notifications.   
  
You can search more information about our exhibitors, browse congress session topics and abstracts as well as create a personalized schedule for yourself.  The app is absolutely free to download on your device! Just click the link below and select your operating platform: 

2017 NADCA App
  
Download the app today and start planning all of your “must see” exhibitors and sessions. See you soon!

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. 

Hill and Griffith Samples

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy." Die Casting and Squeeze Lubricants- Diluco®, Permanent Mold Coatings- Concote™, Plunger Lube™- Graphite and non-graphite oils and pastes with excellent anti-wear properties, Casting Operations Products: Start-up lubes, Ladle coatings, Anti-soldering pastes, Water glycol, Trim press lubricants, Surface protection for casting storage, Corrosion protection for die storage, Cleaners for machines and dies, Corrosion protection for machines, Heat treatment quenchants, and Heat-transfer fluids. Also, Industrial Lubricants Griflube®, Hydraulic fluids with fire-resistant and anti-wear properties, Bio-Syn natural ester-based hydraulic fluid, Way oil knuckle lubes and Metalworking Fluids- Grifcut™

Contact us for Product Samples

Hill and Griffith Customer Service

Technical Services & Support

On-site process surveys, Casting defect investigations, Product testing, Tooling start-ups and Statistical process controls and much more. Also, lab facilities are available to provide testing upon request. 

Contact us to Arrange a Visit

Bulletins and Technical Papers for Die Casting Products

Tags: tim cowell

Hill and Griffith Company at the 2017 Metalcasting Congress Show

Posted by Hill and Griffith Company on Wed, May 03, 2017 @ 10:01 AM

It was a very successful 2017 Metalcasting Congress show according to the traffic at our booth and many of the attendees.

Joe Murphy, sales representative for MODERN CASTING Magazine said, "It was good seeing you at Metalcasting Congress. Having personally visited over 70 exhibitors, by nearly all accounts it was a terrific, upbeat, positive and very productive show for many. (As I shared with you, one supplier has now gone to a second shift and moved to a larger facility to keep up with the demand of "more back orders than they've ever had in the company's history." This is a direct verbatim quote.)

2017 Foundry Show HG booth.jpg

Shown in the photo are left to right: Barry Morgan, Tom Dempsy and John Shindler.


Besides the technical papers delivered, the highlight of the show was the display of the Casting of the Year and other winners.

2017 Metalcasting Congress Casting of the Year 1.jpg

2017 Metalcasting Congress Casting of the Year 2.jpg
2017 Metalcasting Congress Casting of the Year 3.jpg


Hill and Griffith Customer Service

We're known for our hands on approach. Let us visit your plant and recommend concrete release agents, packerhead concrete form releases, concrete form seasoning, potable water concrete form release, non-petroleum concrete form release, biodegradable concrete form release, rust inhibitors and concrete dissolver products that suit your needs.

 

Product Samples

We are pleased to provide samples in quantities large enough to allow you to "try before you buy."

Casting Release Product Samples

Contact us for Product Samples

Technical Services & Support

Customer Service

On-site process surveys, Casting defect investigations, Product testing, Tooling start-ups and Statistical process controls and much more. Also, lab facilities are available to provide testing upon request.

Contact us to Arrange a Visit



Bulletins and Technical Papers for Metal Casting Products

 

Tags: Concrete Form Release Agents, Biodegradable Concrete Form Release, Low VOC Concrete Form Release, precast show, 2017 Metalcasting Congress Show