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Today I received an email from a supplier: “We are closed from August 8 to August 29”.
Only call this number + 333123456 for URGENT problems! “
I’m already looking for an alternative supplier ….
It’s summertime, the most beautiful time of year.
The days are longer, you go on holiday, take leisurely walks in the mountains, eat ice cream,
swim in the swimming pool.
I love this time of year and I wish it would never end …
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But there’s a problem!
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Working during the month of August can be difficult.
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Suppliers are closed and finding supplies of materials is a big issue.
All structured companies cannot close completely for the month of August. There are several reasons for not being closed; in fact work cannot be stopped entirely as maintenance will be needed.
Therefore, whether you produce or undertake maintenance you need your suppliers to be open.
I, like you, have a company to keep going; I cannot and do not want to close for the month of August.
It angers me and it creates a serious difficulty for my business that every supplier can inexorably close for 3-4 weeks.
It makes me angry because not only are they unable to supply anything during that time, they also have difficulties in doing so in the two weeks leading up to the closure and the two weeks after. Clearly, such a long closure causes so much work to accumulate that it is poorly managed on their return.
I have a confession to make. When I choose a supplier, in addition to looking at the product or service offered and at what price … I ask them to fill in a little questionnaire.
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I would like to share it with you so that you too can assess your suppliers.
1- How many days are you closed for holidays?
2- If you are unable to answer the phone, is there someone available who can?
3- If you have several customers who need you at the same time, how do you handle them?
4- Do you have a warehouse for spare parts?
5- If I have an electrical problem are you able to deal with it?
6- If I have a software problem, do you intervene or send me an outside company to deal with it?
7- If I have a mechanical problem, how many technicians do you have to solve my problem?
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The weight of the responses depends on the size of your business and the importance of the service you’re buying.
I do not think it is ethical to be left without support during the month of August and it is for this reason I have organised my company so no customer is ever left without support throughout the year.
My reply to the questionnaire.
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1- How many days are you closed for holidays?
We are always open. In July, August and September we take our well-deserved holidays but on a rota basis. A technician is available every day to help solve your issues within 24 hours.
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2– If you are unable to answer the phone, is there someone available who can?
We are organized in such a way that we will respond to the customer as quickly as possible. When you call the company and are unable to speak with your usual dedicated technician, a replacement person will IMMEDIATELY take care of your problem.
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3- If you have several customers who need you at the same time, how do you handle them?
I have organized a team of technicians and a computer system that allows us to manage many clients simultaneously.
Of course we have specialized technicians for each sector and while I may not have the very best person to deal with your issue at that very moment, I will always have someone available to solve your problem.
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4- Do you have a warehouse for spare parts?
I have a fully stocked warehouse of mechanical and electrical components. If I should not have the parts available to deal with your incident, I have a trump card: I have entered into agreements with our suppliers of electrical components (such as Siemens, Fanuc, ABB) to provide a super quick service.
Within 24 hours, I am able to find replacement parts for anything that can break on a machine.
If you have a mechanical component failure that I do not have in stock, I am able to build one for you in my workshop in ZERO time.
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5- If I have an electrical problem are you able to deal with it?
We build each machine part, even the electric ones. I have several technicians able to find an electrical problem. I do not put the construction of electrical panels out to third parties. My technicians learn by building the machine enhancing their experience.
So when you have a problem, I will send you a technician who has actually participated in the construction of the equipment. He knows all there is to know behind its construction.
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6– If I have a software problem, do you intervene or send me an outside company to deal with it?
We also provide the software for each machine; any piece of software, Robot, PLC, supervision. Any problem you may have, we are able to solve it for you.
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7– If I have a mechanical problem, how many technicians do you have, to solve my problem?
There are many of us who are able to turn our hand to mechanical problems. I employ engineers with 30 years of experience as well as young, thrusting engineers. When we have a problem, it is managed by the technician who assembled the machine or a technician with sufficient experience to solve your problem.
I have ensured all this support is available as I firmly believe that the customer cannot be abandoned right in his hour of need.
If I find a company that gives me a great product at a fair price, but does not provide me with adequate support and that wants to close for the entire month of August just to go to the beach, then I have not found the right supplier.
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I never consider using a company made up of 2 individuals, EVER !!!
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Maybe they make machines, maybe they are also cost effective (just because there are only 2 of them).
But if you buy a machine from a “ONE MAN SHOW”, you are throwing good money after bad.
The things you buy are only worthwhile if there is a company behind it to provide the support you need.
I never underestimate this aspect.
I have met entrepreneurs who have underestimated this aspect, and who strutted about crowing they had saved a lot of money
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BUT THEY SOON HAD BIG ISSUES!!!
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Frequently, I have DESPERATE customers who call me for support for my competitor’s machines.
As a point of principle, I cannot leave a client in need … so I put my team to work.
We really attempt the impossible.
BUT sometimes there is really nothing we can do.
If my competitor ensures that only he is able to fix the machine, then you really are in big trouble.
You have to call him while he is on holiday and … .then wait for him to return!!
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IF YOU WANT TO RUN AN EFFICIENT COMPANY, YOU MUST FIND SUPPLIERS WHO LIVE UP TO IT!
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The product you buy is important, but it is worth nothing if the company behind it is unable to provide the service you need.
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Piercarlo Bonomi
The Main Expert in Robotic Cutting and Deburring Machines
