Mazzella Companies is a well-known figure in the Rigging, Lifting, and Metals industries, where precision and reliability reign supreme. However, overcoming the challenges of customer expectations demands more than technical prowess—it requires a genuine understanding of client needs.
We had the privilege of sitting down with a diverse group of Mazzella Companies team members who make up the core of our customer-facing teams to get their best strategies for delivering an unparalleled customer experience.
1. Attentive Listening and Ownership
A cornerstone of customer service, active listening demands unwavering focus on the customer’s words. Pairing this with a sense of ownership, wherein individuals take responsibility for outcomes, noticeably reduces miscommunication.
In Mazzella Companies’ landscape, miscommunication extends beyond errors to potential hazards in end-user safety. An inadequately sized rope, for instance, might induce fatigue due to kinking, risking both the equipment and its operators. Although oversights and misunderstandings may arise, active listening and accountability nurture relationships founded on trust.
Dan Roller, Sales Specialist, shared a time when he had a customer make an expensive purchase that had to be returned. “The customer was new to their company and position, and after a lot of communication and conversations, the information for the necessary items was provided. They ended up making significant purchases after that. I love to think about how this work is helping the other person do their jobs and support their families.”
2. Personal Connection
Mazzella Companies views customers as more than transactions – they’re personal connections. Our Customer Service Specialists consistently factor in customers’ histories and preferences, elevating the customer experience.
Matt English, Sales Associates-Specialty Ropes, shared a time he was working on an order that required shifts of drivers to make the trip and get the customer what they needed in time. Matt said he and the customer were sharing texts back and forth, trying to make each other laugh and ease any tension the customer had about their order.
Matt English shared, “We take a lot of these situations personally. They are customers, but at times they become friends. These are people we talk to all the time. People often call us in an emergency, but before they even start sharing the situation, they ask me about my family and working on a first-name basis.”
This personalized approach not only enhances our understanding of each individual but also uncovers avenues for swift issue resolution and the reinforcement of brand loyalty.
3. Swift Responsiveness
Rapid responses signal our commitment to valuing customers’ time and often speed up resolution. Many Mazzella Companies transactions involve time-sensitive specifications. Addressing concerns promptly when they’re fresh minimizes errors and fosters positive outcomes.
Angie Jakoski, Inside Sales Assistant, shared when a customer needed quick action. “A request came in via email for 10 different types of nylon slings from a customer, and the items were needed quickly. The quote was processed, and within an hour, they had the Purchase Order from the vendor and started the production of the slings. With different types of slings and different quantities needed, the team could get them made and shipped out the following day.”
Given that numerous transactions solve on-site situations, delays in resolving issues could translate to substantial financial losses for customers. Matt English shared that in his role in Specialty Wire Ropes, this urgency is the norm, sharing that he’s not typically dealing with customers looking to have inventory on a shelf. “Easily 85% of our customers are broken down and need help. Typically, the window is less than 24 hours.”
4. Education and Empowerment
Our dedication extends beyond impressing customers with our products – we’re invested in their success. Guided by the principle of Lifelong Learning, we aim to educate, empower, and support customers in maximizing their equipment’s utility today and in the future.
Tom Laird, Senior Account Manager, shared that a customer with over 16 years in the gutter industry sent a letter sharing that his New Tech Mach II 5” purchased in 1997 and used almost every day was still in use – all because he was given training on how to use, store, and maintain the machine.
While some equipment comes with training built into the transaction, our customer service representatives often seek ways to help customers with additional training. Nate Fisher, Account Manager, said, “I love being able to go to the customers, walk into their facility, see what they’ve got, understand some of their needs, and maybe even be able to identify some needs they didn’t even realize they needed and provide solutions for them.”
Empowering customers with product knowledge and cross-selling our services forms partnerships that yield valuable feedback, enabling Mazzella Companies to refine processes. In this cooperative relationship, transactions evolve into mutually beneficial interactions.
5. Clear Communication
Miscommunication breeds misunderstandings that can harm a customer’s business and reputation and eventually erode customer trust. Effective communication helps with accurate issue diagnosis, ultimately nurturing positive customer experiences.
Matt Burk, Inside Sales Manager, shared that he and his Inside Sales team focus on using the digital communication tools available to them to keep connections strong. “You can establish a relationship with a customer, whether it’s our internal or external customers, without being in person. That virtual face time helps us connect, even if it’s not just about work. It could be about what they did on the weekend.”
This commitment to keeping multiple communication lines available to the customer lends itself to transparent communications and more effective teamwork.
6. Creative Problem Solving
Customers often reach out when problems arise, and skillful problem-solving is crucial for navigating such situations. A Customer Service Specialist skilled in problem resolution can effectively guide frustrated customers toward solutions.
Matt English shared when a customer needed an order in Ashburn, VA. However, the rope was only available in the Cleveland location. Matt shared that he was able to get creative and nail down a transport company to be waiting at the ready to pick up the order the following morning. The customer shared their gratitude, saying, “I’m not sure if this is due to a training manager, a really good hiring manager, or just a killer work culture you guys have, but make sure somebody knows that you all are doing it right.”
Effective problem-solving can ripple throughout the department and even the entire company, prompting the identification of recurring issues. Matt English shared that he’s grateful for his Outside Sales partners, who use their in-person access to the customers to reduce errors that cause customer problems. Such insights drive process improvements, product enhancements, and even new service offerings.
Related: Inside Sales vs. Outside Sales: Understanding the Four Fundamental Differences
7. Empathy and Insight
In the realm of customer service, emotional guidance often complements practical problem-solving. Mistakes, lost time, and income can all fuel customer emotions. They are going beyond the transactional Customer Service Specialists who offer empathy and a listening ear to cultivate customer loyalty and satisfaction.
Nate shared that at his core, he loves to help people and see them succeed, which he believes helps him connect with his customers. “I love to bring something out to a customer, especially on a construction site where they’re building a building, and Mazzella Companies’ products are getting used to help put up that building. When I see the success afterward of that building or a product inside a manufacturing facility – I love that.”
9. Timely Follow-Up
Swift follow-up dramatically enhances customer satisfaction, loyalty, and retention. It removes concerns and often prevents issues from escalating. Leveraging tools like Outlook reminders and task management, Mazzella Companies’ Customer Service Representatives adeptly follow up with customers within and outside the organization.
Ronnie Cook, Account Manager, shared that regular and timely follow-up is essential. He avoids problems by noting inventory and stock during his monthly visits to specific customers. “Because I’m trusted with that, I can develop minimums and maximums on what they have. If I go in there and they only have four of something they typically like to have 10 of, I’ll make a list and send them a quote. Then they don’t have to worry about running out of those products, so work doesn’t stop.”
Confidence and Comfort
Mazzella Companies has established a prominent presence in the landscape of the Rigging, Lifting, and Metals industries. By using these best practices daily, we show our commitment to helping customers overcome hurdles, guiding us in our pursuit of instilling confidence and comfort in everything we do.
