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Enhancing Customer Service in Your Metal Service Center

October 5, 2014 / , , , , , , , , ,


In today’s competitive landscape, many industries are finding that enhanced customer service is becoming more important than ever. Companies like Amazon are raising the bar on what customers should expect from a service provider, whether that means Sunday deliveries or using the latest technology to improve the purchasing experience.

Not surprisingly, the so-called “Amazon effect” has found its way into the manufacturing world. Supply chain consultant Lisa Anderson says she has seen this first hand with all of her manufacturing and distribution clients. On-time deliveries, she says, are no longer enough. Today’s customers are looking for suppliers that can offer faster lead times and value-added services that will benefit their bottom line. Sound familiar?

In this blog post, Anderson suggests several ways manufacturers can provide Amazon-type service in their own operations. From same-day delivery to collaborative programs, she challenges manufacturers to think outside their service “comfort zone” and consider new ways they can add value to their customer relationships.

This trend has already started to take root among leading service centers. As stated in this white paper from the LENOX Institute of Technology, more and more service centers are relying on value-added processing services like sawing, laser cutting, and parts fabrication for a more predictable stream of revenue. These additional services offerings are also helping these companies gain an edge over the competition.

What could this mean for your service center? What services could you add? The answer to those questions will vary based on the needs of your customers, your budget, and simply put, your willingness to change.

To help get your wheels turning, below are examples of three metal service centers that decided to enhance their current services in some way. While each company took a different approach, all three have found that value-added service has been beneficial to both their customers and their business.