Quin Global and our Tensor ® brand continues trailblazing through the adhesives and sealants industry within the USA and abroad. Upholding our customer-centric culture remains front and center in the minds of every team member. Our guest blogger, Gary Widtfeldt, Customer Service Manager, shares his insights on supporting customers.

This may sound like a no-brainer, but it’s critical to place a high value on customer needs. I know we do here at Quin. So, if you are our customer or you have customers of your own, it is critical that we listen and plan to act on the issues customers bring to us. The outcome outweighs the hard work and patience necessary to accomplish the job. By positively nurturing these relationships, we will all be rewarded with loyalty, referrals, and happy customers.  

Be a Partner, Not a Vendor

Customers want good products, delivered on-time, that sell well. They are also asking us for our continued support before and after the sale. This request is an on-going topic of discussion among our team. In order to make that happen, we collaborate with all areas of the company locally and to our partners in the UK and Australia. The key is to manage each response quickly and efficiently. We want the customer to walk away saying, “They genuinely wanted to help me.”

Continually Enhancing Our Service

In my mind, this can mean a lot of different things. It may mean regular phone calls or meetings or simply offering new marketing materials. We have come to realize that customers have a strong need for educational content regarding our innovative product that helps our customers sell quality products. We are currently looking at how to make accessing that information located on tenorglobal.com even easier to download on the videos and resources section of the website.

We’ve taken our relationship management one step further by enhancing our level of service with our new online chat enabling customers to receive immediate support around-the-clock.

I believe it’s so important to never become complacent when managing customer’s needs. As a result, I always ask myself at the end of every workday, "What can I do to make customer service better?"

Watch for further service updates in 2017. If you have any recommendations on how we can support your needs or you have questions about Tensor products, please contact us here.