I often hear, and most of us have said, the following word. “The equipment business is a relationship business”, “Relationships make the difference”. Nothing could be truer about this industry. Our products create long term relationships because each of the products have a long-life cycle during which we need to engage with and support our customers. Relationships make all the difference during many phases of the machine’s life cycle. I first learned this lesson dealing with 330 Excavator issues. This work horse machine was relied upon by many customers, just it had lots of issues. Cylinders, pumps and final drives to name a few. Having a strong relationship helped us navigate the problems with the customers and come up with workable solutions and agreements. Through it all, we maintained the relationship and the next generation of the same machine still had lots of buyers. READ FULL ARTICLE>>
