The Crucial Role of a Customer-Centric Approach in Extrusion

Introduction:

In the competitive world of extrusion, where precision and efficiency are paramount, a customer-focused mindset emerges as a critical driver for success. Gone are the days of generic “one-size-fits-all” solutions; today’s customers seek personalized solutions that align with their specific needs. Our customer-centered approach is not a sales strategy; it’s a mindset that fosters collaboration and long-term partnerships. We’ll explore the importance of this process and outline the essential elements to look for in this approach.

Graham Engineering’s Customer Success Approach:

Understanding Customer Needs:

The foundation of our customer-centered approach lies in a deep understanding of the customer’s requirements. Extrusion projects vary widely, and each client has unique specifications. We aim to invest time in comprehending the intricacies of the customer’s operation, product goals, and challenges. This step sets the stage for a tailored solution addressing the client’s needs.

Educating the Customer:

Extrusion technology is complex, and clients may not be well-versed in the latest advancements or best practices. Our approach involves educating the customer about the benefits and features of different extrusion solutions. We aim to build trust and position ourselves as a knowledgeable and reliable resource, no matter where someone is in their buying journey.

Customized Solution Development:

Armed with a deep understanding of the customer’s needs, we can now craft a customized solution. This step may involve recommending specific extrusion processes, equipment, or materials that align with the client’s objectives. The goal is to provide value by offering a solution beyond a one-size-fits-all approach.

Transparent Communication:

Open and transparent communication is a cornerstone of our customer success approach. Clients appreciate honesty and clarity throughout the process. Addressing potential challenges, outlining realistic timelines, and discussing costs upfront contribute to a trusting and collaborative relationship.

Continuous Collaboration:

Our process doesn’t end with the sale; it extends into the post-purchase phase. Continuous collaboration involves staying engaged with the customer, providing support, and ensuring that the implemented extrusion solution meets or exceeds expectations. This approach fosters long-term relationships and encourages growth.

Questions Graham Engineering Always Looks to Answer During Our Process:

·         What are the specific needs & challenges of your extrusion operation?
·         How can our solutions add value and address your unique requirements?
·         What is your timeline for implementing the extrusion solution, and how does it align with your production schedule?
·         Have you made support or maintenance considerations? Have you considered service subscription solutions?
·         What are your overall business goals & objectives?

Fundamental Questions That We Look to Answer to Start the Process:

There is a starting point in every discussion. As they say, “You can’t walk a mile without taking the first step.” Our first step is understanding your expectations of the equipment you want to implement. We do this by garnering a basic understanding of your expectations of the extruder. The following questions help us do that.

·         What process are you looking to implement?
·         What material are you looking to run
·         At what rate (lbs./hr.)?
·         What is the desired melt temperature you hope to achieve?
·         What is the desired head pressure you hope to achieve?
·         Did you have a screw type in mind?
·         What controls are you hoping to implement? Are you looking for downstream integration?
·         Have you considered the footprint and orientation of your extruder?

Sheet Extrusion Specific:

·         What blend of recycled material does your blend possess?
·         How many layers and structures are you looking to extrude?
·         What gauge and width are you looking to produce?

Blow Molding Specific:

·         What is the annual volume production needed?
·         What will be the annual run time for the machine – i.e., 6,000, 7,200, 8,400 hours, etc?
·         What is the PCR requirement?
·         Part drawing –Height, width, depth, part weight or nominal wall thickness, and neck finish?
·         What is the desired layer structure of your end product?
·         Do you require in-mold labeling?

Conclusion:

Our customer success approach stands out as a game-changer in the dynamic world of extrusion. GEC can forge lasting partnerships with our clients by prioritizing understanding, education, customization, transparency, and continuous collaboration. As the industry evolves, this consultative approach will remain crucial in achieving success and delivering exceptional value in extrusion solutions.