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Foremen
Service Statement v1.8
The comparison in the last service blog to the doctor is a clear statement on how I view the responsibilities of a service department. We are here to keep the machine operating as it was designed. To reduce the owning and operating costs for the machine owner To protect the residual value of the machine […]
Service Statements v1.5
Telematics brings technology to our service business. For decades we have struggled with a declining market share of labor on construction, mining, forestry and light industrial equipment. In my experience this started accelerating in the early 1970’s. At the end of WWII most of the equipment manufacturers were specialists. There were tractor companies and loader […]
Service Statements v1.4
This a very interesting time isn’t it? Of course that is a Chinese Curse “may you live in interesting times.” I am not sure it is a curse. It is more than interesting this time we are in it is downright exciting. Our inventory in the service business is man hours. The more we have […]
A new discussion on market share
Al Wiley, an executive of Xpectmor, sent us a comment on our recent Market Share post. He says that “market share is the definitive measure of customer satisfaction.” Of course he is right. The measure of market share, however, is what causes the dilemma for many of us. In the equipment market it is reasonably […]
Market Share
If you had to choose between customer satisfaction and profitability, what would be your choice? I would take customer satisfaction as without satisfied customers the ability to make profit is going to have a short life. How to measure customer satisfaction becomes the challenge. Some people define it as repeat business; others measure the […]