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Developing business processes to adapt as challenges emerge

MCSI - Ken McLauchlan - Developing business processes
January 24, 2024 at 2:00 p.m.

MCS Influencer Ken McLauchlan says that the sales and delivery process is vital to growth and profitability.

Our focus as a company is to provide the best experience to the customer by providing industry leading products with world class sales and service. So, following up from the show, the sales and delivery process is vital to our growth and profitability. We continue to focus on managing 100% of the process as 100% of the profitability can be lost in the final 10% of the project. This falls into several process improvements that start with our sales team being educated to provide an informative and consultive sales process by educating the customer so that expectations are realistic and achievable. We do not and will not follow the sell at any cost mentality that provide short terms results with long term impacts.

We represent truly World Class Leading Products, and our effort needs to reflect this. The value of a great deal is soon overcome by the issues of poor product, delivery process or service. Our portion of the product line is planning/scheduling for build and delivery schedules that are sometime complex and lengthy. When this is all managed correctly it allows for an experience that is expected and appreciated.

The process begins with understanding the customer’s needs, then addressing the needs with the proper solution to the need. With our expansive product line, we can typically find the correct solution. However if we cannot be prepared to say that and if possible provide a solution or option. Once the solution is defined, we need to focus on the schedule to make sure it is realistic to all parties (customer, manufacturer and company). Providing open, but concise information and direction. The final part of the equation is delivery of the product, training of customer, final sign off that the customer at delivery and to the last and often forgotten part of the equation with after delivery service. Others in the industry manage this different, however we believe that his is part of the sales process and the customer can call in and discuss as well as walk through the process of the machine with our team virtually as well as having us remote into their systems or if need be schedule technician back to the site to address any issues that can not be resolved over our remote service.

All of this leads to a fact that has supported this industry and business for over 25 years with vendors that have been in business from 50-100 years in production. Our name and word are our bond, we will be here today as well as tomorrow to support the customers business. This continues to bring repeat customers back due to the history of the company and products.

So, to summarize, how do you plan for profitable business in the future?

  • You align yourself with your customers and vendors as partner
  • You strive for a consultive and supportive sales process
  • You work through the good and challenging to provide a great experience
  • You are present in the process and own the process

Every company has challenges, how they are handled defines the success of a company. Here is to a great and profitable 2024 for everyone. Thank you to all of our customers and partners, we appreciate you all.

Ken McLauchlan is the vice president of sales at MetalForming LLC. Read his full bio here.



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