April 26, 2010

How Small Order led to Big Deal; Hand Pallet Trucks to Forklift Service Contract

Writing about web page http://www.bendigomitchell.com/

Hand pallet trucks inc scissor lift & high-lift trucksA small order for a single hand pallet truck
helped build a relationship with a new customer
that produced a valuable service contract
despite the highly competitive, low margin, pallet truck business.

I visited Brian Nealon of Bendigo Mitchell, a forklift specialist company in Kenilworth. He was very pleased with the improvements of their web presence but I was surprised when Brian went on to say.

My greatest satisfaction has been in the rapid increase in hand pallet truck enquiries/orders since Rob has got involved with us.

After years helping small businesses to attract their perfect, high value, customers I was surprised that Brian was so pleased with orders in a notoriously low-margin market!
He told me two stories to explain why.

The first was a one-off specialist hand pallet truck order from a new customer based in Oxfordshire. Brian drove down to deliver the truck only to find they’d ordered the wrong pallet truck. He agreed to take this special purchase into stock and arranged to ship the correct model. Days later they called again with a requirement for another department that actually wanted the first truck!

During this time he built up a real relationship and was delighted when they came back to ask him to discuss a service contract for their two fork lift trucks that BML now provide.

He was also quoting for another contract for a multinational for 300 hand pallet trucks per year on a rotating basis!

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