MAN Roland has used Drupa as a launchpad for its own ten commandments for customer service, which the press giant admits will be a challenge for its own staff.
Over the last two years its fair to say we have changed our thinking from a machinery manufacturer with little market focus or sensitivity. Now, we focus on the customer and manufacturing, sales and service have an equal priority, stated chief executive Gerd Finkbeiner.
The ten commandments are: the customer is our employer; all customers are equally important; all customers should feel well-treated; we answer every customer request within a day; we take complaints and criticism as opportunities to improve; we never reply impossible; we always show alternative solutions; each customer gets what they need; our customers remain our customers; we want to keep our customers, not our products.
We realise that number four [answering customer requests within a day] is one of the biggest challenges for our organisation, added Finkbeiner. Some of this may sound like marketing speak, but it will involve hard work and commitment from our people.
Roland also announced 9 month figures showing orders up 14% to DM2.9bn, with sales up 10% at DM2.3bn.