Lessons learnt from customer inquiries

Alexander Cohr Pachai, Sabroe Factory by Johnson Controls Denmark

Customers can have many ideas

Are customers always right?

Some are mostly right

Errare humanum est

Even the best can make a mistake

Some are not well informed

Good code of practice

Listen carefully to what is required

Ask questions when something is not clear

Challenge requirements that do not make sense

Deliver the requested at the agreed time

Be precise on border conditions and what you are offering

Offer trainings only as part of the proposed solution

Good code of practice

Follow local regulations and standards

Explain why you don’t participate if the customer insists on something

Be careful with supplies that involve R22

Selling items that only rely on R22 are not allowed

Stay informed about the latest developments

Inform the customer when selling obsolete solutions

Be a good listener

Listen to the customer and find the faults quickly and efficiently

Get all the information needed from the customer

If the customer insists?

Customer might insist on a specific solution for different reasons:

A trusted consultant that designed the solution

Personal experience with a solution

Underlying reasons not known to you

Be clear on limits for use and border conditions

Deliver with a logging system to monitor the equipment status of

the system

After the meeting

Pay at tent ion to: Cultural differences

Body language

Traditions

Sensitivity of jokes

Remember th is :A positive attitude opens for questions is well received

everywhere.

Common understanding

Talk with the customer to cover all eventualities

Load is a challenge in many projects Make sure the customer understands the implications if the system is overloaded

Make a sign off on the assumptions so all agree to the load

Remember

Make your customer look good

The success of your customer can become your success as well