Having been in sales for over 25 years, I have seen it all! One thing I have seen too much of is fast-talking sales associates pitching products and services without putting the customer first. At L-Tron Corporation, we approach our sales methodology with our core competencies and values in mind: mutual respect and customer satisfaction.
For the last 3 decades, our entire company has looked at how we might assist our customers to meet their company goals and solve their internal technology problems. Our approach is one of mutual respect and collaboration. Rather than being just a source for products and information, our goal is to become a go-to advisor and partner to our clients. Once we engage with our customers, our main objective is to better understand where their pain points are and how that is impacting their business.
With the increased availability and wide-use of the internet, customers are more in-tune and educated about their problems now than ever before. Unfortunately, the advancement of the technology has also increased the complexity of problems and, as a result, the difficulty of crafting the right solution. Increasingly complex problems have had the effect of increasing the time spent in the buying process. Even so, we understand how important it is in the busy business world to simplify the buying process and ensure the right solution is efficiently deployed to meet the needs of our customers, and that's exactly what we do at L-Tron.
L-Tron's Approach:
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- Listen to customers and ask questions to truly understand each customer’s needs.
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- Consult with expert knowledge in the tools and techniques to solve process problems.
- Advise and facilitate with each customer to achieve organizational improvement.
- Analyze current processes with the ability to break them down and develop a go-forward-plan.
- Establish a true partnership with each and every customer and stay with customers throughout the entire project and beyond.
- Advise customers and stay in close contact to ensure they are aware of new trends in technology that may benefit them.
We also bring years of experience in our field as we stay with our customers through the entire process including continued support after the deployment.
I, personally, am very proud of our company values and approach with our customers because they match my own personal beliefs. I have also heard from many of our customers that L-Tron's approach is how they want company's to engage with them, and that they appreciate the trusted relationship they have with us.
If you are interested in hearing more about our approach, or are looking for any additional information about L-Tron, please reach out. You can contact us at 800-830-9523. Feel free to e-mail me directly to find out more about what L-Tron has to offer! Or, for any of our current clients, we would love to hear your feedback on this approach and how we are doing!
During recent client visits, I have noticed that customers really appreciate our transparency and dedication to customer service. Hearing clients speak about their positive past experiences with L-Tron as well as their desire to continue our close relationships is extremely satisfying.
It got me thinking about the importance of "transparency" in all aspects of our company's core values and quality work flow processes. We hear it from our public officials every day: the importance of allowing public awareness of all aspects of government at every level. At L-Tron, our goal is to keep each customer's experience the best it can be. This begins with understanding the customer's issues, working through a solution, and keeping the customer informed about and involved with our process every day.
Recent customer feedback provides a better understanding of how seriously we uphold our values. One customer recently explained that Kendra Haney, an L-Tron employee, “is dynamite to work with. She’s spectacular and never misses a beat.” He also mentioned a time where Kendra ensured that a shipment got to him by driving it to a UPS location after work. He said he "really appreciated" it, and that "the customer service was and is still what separates L-Tron from everyone else."
Similarly, a second situation required another L-Tron employee, Sally Schneider, to go the extra mile; Sally did so without a moment's hesitation. One of our customers required an overnight prototype part to be shipped to China for evaluation. Unfortunately the vendor had not provided a zip code, and L-Tron had to work within the time constraints imposed by UPS International. We shipped the product according to the zip code provided by UPS International, but it turned out to be an incorrect zip code. The vendor contacted us with the correct zip code, but only after UPS had already picked up the package, with the incorrect shipping information, from L-Tron.
Sally knew we had to solve the problem somehow. She worked with UPS to solve the issue and secured their agreement to come back to L-Tron to pick up new paperwork with the correct shipping information. Throughout the situation, Sally kept both our customer and vendor informed of the situation, and also made sure the entire L-Tron team was aware of the problem and her progress towards solving it. The fact that the problem arose after the close of local business hours did not stop Sally. This is just one example of Sally's dedication to our customers.
In today's world, so much of customer service has shifted to overseas call centers where customers are viewed as a number. L-Tron's core values dictate the direct opposite approach, as demonstrated by our dedication to our customers. L-Tron is very clear on our goals and will continue to maintain transparency and work closely with all of our customers to solve their problems.
The goal of "Walking the Walk" is to show you how we go the extra mile for our customers.
My hope is that this will become a 2-way dialogue with you. We want to know what you like, where we can improve, and what you would like to see more of to improve your customer experience with L-Tron.
Lynn did a great job introducing the L-Tron Operations Team; the entire L-Tron Team strives to excel at service at every level every single time for you, our customer.
A little bit about our culture:
L-Tron has been around for over 35 years. We have weathered multiple recessions, taking one of our biggest hits after 9/11, and yet we continue to grow. What has kept us going?
- We have a committed CEO who is a visionary
- We have a dedicated team of employees who share the Company Core Values:
Perform with Excellence
Respect Others
Do the Right Thing
- We are here to serve our customers
Here is a recent example of how we work to exceed at service:
October 2011: It was 5:30pm, ½ hour after my work day ended. I had worked through lunch that day because I was not feeling well and I wanted to leave on time.
I was packing up to go home when I noticed that the phone was ringing and ringing at a co-worker’s desk. Instinctually I went over to answer the phone. It was one of our partners on the other line. She was trying to get a rush order shipped for one of our customers. The problem was that the third-party shipper number our customer provided was incorrect. Realizing that our customer was expecting this order in-hand the next day, I, with the help of two co-workers, contacted the customer for the correct shipping account number and ensured that the shipment went out on time. Our customer received their shipment as expected the next morning.
It would have been easy to just walk out. After all, it wasn’t my phone that was ringing and it was well after my shift had ended. At L-Tron we don’t just talk-the-talk….but we walk-the-walk. We take pride in doing our very best, every day, for our customers.
Without our customers, we would not be here.
Sally
Senior Operations Administrator
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Now that’s what I’m talking about!
Your success is our passion, and we strive to surpass your service expectations every single time.
Feel free to contact me or leave comments - we are always checking them. We very much appreciate your business!
Gayle
Operations Manager
http://gayle.derose@L-Tron.com
800.830.9523 x118
I wanted to take this opportunity to spotlight the L-Tron Operations team. The team has continually demonstrated outstanding efforts in supporting the company's core beliefs when servicing our customers.
Having been in sales and marketing for the majority of my career, I am well aware of the importance of creating a environment within a company that places customer service best practices as a top priority. While our entire L-Tron team of employees follows the company customer service practices, it is with particular care in the case of our Operations team members. The team is led by Gayle DeRose, COO, while Sally Schneider, Kendra Haney and Cathy Knights are all instrumental in L-Tron's achievement of best-in-class customer service, as well.
The L-Tron creed, which has remained almost unchanged over the 35 years L-Tron has been in business, was recently unveiled at the L-Tron Open House. Again, this to me is a testament to our customers and our company! I am proud to share the following company values:
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Your success is our passion
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We collaborate to discover your challenges, define & deliver a solution
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Our success is measured by your satisfaction
L-Tron values guide our behaviors and determine how we are perceived as a company. Living and breathing these values is critical to our success.
In the coming months, you will begin to see more details as to how L-Tron is improving processes to positively impact our customers' experiences. Our hope is that our tips and best practices allow our clients greater insight into how we approach our business practices. We look forward to hearing from you, our customers, on a regular basis and are looking to have this blog be yet another venue for communication!
Meet the Operations Team:
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From L-R: Gayle DeRose, Cathy Knights, Sally Schneider, Kendra Haney
Congratulations team on a job well done - enjoy your success during the annual "Customer Service Week!" If you would like to comment or contact L-Tron, please email me at lynn.johnson@L-Tron.com
