SelfLube Researches Preferences of Doing Business Online or Over The Phone

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With 2013 quickly approaching, marketing efforts include looking at how customers like to do business. Is it submitting quotes or orders online with just a click of a button or is it one on one with a customer service representative? SelfLube reaches out to its customers and its staff to find out.

Online VS Phone

Do customers prefer ordering online or over the phone?

Service is not just about answering phones, it is about creating business relationships with the customers, so that they know when they place an order we're on it and it will be right and it will ship on time.

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In order to better serve the mold and die industry, SelfLube is noting how customers place quotes and orders. Do they prefer online that is quick and easy or do they prefer over the phone, one on one with a customer service representative? Since it first opened its doors in 1990, SelfLube has worked hard to establish its brand name in the industry. The company's business model is to supply quality components that get to the customer on time. "The company has experienced considerable growth over the years," says owner Phil Allor. He continues, "with quality a given these days, the main driver of that growth has been old fashion customer service."

In its drive to provide superior service, SelfLube has developed a user friendly website that allows a customer to request a quote or place an order with just a few simple clicks. Surprisingly, many customers still prefer a simple phone call, which works just as well as requesting or ordering online, but adds the personal touch. Each ordered is entered and tracked by a customer service representative, such as Sarah Palazzolo. "Service is not just about answering phones, it is about creating business relationships with the customers, so that they know when they place an order we're on it and it will be right and it will ship on time," she explains.

With 2013 approaching, Marketing Specialist, Jordan Fifelski, has been working on the Marketing Plan for next year and has been busy tracking the sales and how the company accumulates its requests for quotes and orders. Fifelski states, "We live in a tech savvy world in which time critical orders can be placed with just a few clicks and with the tool and die industry changing every day with improvements in technology, you still can't beat old fashioned customer service. And that is what we do."

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SelfLube is a US based manufacturer of mold and die components such as bushings, gibs, wear strips, parting line locks, lifter slides and related items - 8,000 standard part numbers in all, many of which are self-lubricating. The company sells direct to build shops, which results in both better pricing and better customer service.

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Jordan Fifelski
SelfLube
616-837-9721 105
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