Geartechnology.com has an interesting article this month regarding the recent economic downturn as it relates to gear manufacturers, and how those in our industry can meet and exceed our buyer's expectations with greater efficiency. The article, by associate editor Matthew Jaster, discusses the future of the gear manufacturing industry and what aspects of the business will come to the forefront as America begins to climb its way back from the recent recession. Among the areas of focus listed were quality of gears produced, the timeliness in which they are delivered to consumers, and the value of the actual product as it relates to customer satisfaction. According to the article, with more potential buyers shopping around for better deals and with less repeat business due to the recession, gear manufacturers should take heed to make sure that the people that come to them keep coming back:
"Customer service plays a large role in delivery as well. The medical manufacturing rep has received countless phone calls from customer service agents in the gear industry. "They just state the same thing over and over again. 'We'll have it in another three weeks,' 'Give us three more weeks,' 'It's going to be about three more weeks.' Sure, they were polite enough to keep us informed on where the order stood, but this wasn't exactly the kind of customer service we were looking for."
Warren Buffet, investment guru and philanthropist, summed it up when saying, "Price is what you pay; value is what you get." Whether your'e purchasing automobiles, heavy industrial equipment or a bulk order of gears, the same rules apply. The gear industry remains an area of manufacturing where complex components need to perform consistently and without failure. In the gear industry, companies tend to pay for what they get."
The article makes several solid points regarding the future of the gear manufacturing industry, particularly as it relates to producer/consumer relationships. Customer service is mentioned often as the main reason that customers may not come back to a manufacturer. For those of us in the gear manufacturing industry, the lesson we should take from this article is that customer support can sometimes have more of an effect on our business than the quality of the gears we produce. For next quarter, manufacturers should focus more on their bedside manner if they want to keep their clients coming back.
To learn more about the gear manufacturing process, check out Gear Motions:
To read the article from geartechnology.com, follow this link:
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