Column by the IACDS president, Ms. Julie White, published in the PDI Magazine in March.
The year already appears to be flying by and I am very much looking forward to Bauma in April.
It will be great opportunity to shine a light on the industry and celebrate some of our great achievements with the Diamond Awards.
I think everyone knows by now that I love to talk to people in the industry and this role has made sure that I have to do that even more. It is great to find out what is going right with people’s businesses around the world, to find out the success stories, but also to find out some of the issues that are facing you. Some of those issues are the same the world over, while some are unique to certain locations.
And as we all heat to Bauma to look at the latest equipment and machinery on offer, I thought it was worth bearind in mind a comment made to me quite recently. Of course, without the technology and equipment we would be unable to carry out the work we undertake on a day-to-day basis. However, we must also bear in mind that it is not the tools that matter to our clients but the end results.
It got me thinking and when you look at my company’s website and any other business’ websites rarely does a testimonial form a client focus on what tools were used to do the job, it is usually the manner in which the job was done and the fact it was done.
We recently undertook a drilling job at a port in the UK and the client was delighted with the work. I do not say this to fly the flag for D-Drill but re-iterate the point that the reason we were praised was for the fact that we went to extra lengths to ensure that the area surrounding the job was kept clean. As a live, working, port, they could not afford to have any slurry or dust and it was the fact that we made sure we avoided that which the client highlighted when they gave us a testimonial.
It made me look back on some of the other praise the team has had when undertaking different Jobs and, again, it is never the actual job or the equipment we use at is mentioned it is other factors.
The client wants to know what Jobs you can do rather than the machinery you will use to do it. A client hardly ever gets in touch to say they need to hire a specific machine, they tell you their need and then you provide the solution. They then expect the job to be done, but that is the bear minimum. It is the service you provide and the way you deal with people what wins you praise and, ultimately, repeat work.
The other factors I mentioned above are things such as keeping the noise down in an aquarium to avoid disturbing sharks when the team was drilling or removing 40t of concrete form a shopping center and not impacting on nearby shoppers, diners or cinema goers.
As I said this is not just about my Company, -I am sure you can all look back and see the same sorts of comments from clients when they have been willing to testify for your work.
So I think it is certainly worth bearing this in mind in the way you market and sell your business. Tell you customers what you can do and how you will put their needs first, because they are worth it. The technical side of what you do is crucial, but that is the bit that is important to you.
It would be good to meet as many people as possible at Bauma and I would love to discuss this and any further issues you have, maybe over a drink or two. Pop along for a beer at our drinks reception on Friday, 15 April at 5:30pm at the Fachverband Betonbohren und-Sägen Deutchland stand 138 in Hall 1.
Also, I am always available on email at juliewhite@d-drill.co.uk if you want to drop me aline with any issues or comments.
Thanks for reading.
Julie White, President of IACDS