Yes, you read that right. I assert we will need to miniaturize our products’ burden on buildings while having bigger experiences and faster delivery times which requires stronger materials.
Remember Ironman’s super-cool digital screens inside his ocean-side lair? Well today, thyssenkrupp announced that our service technicians will use HoloLens technology in its elevator service operations worldwide.
There is no getting around it. If your building is two stories or hundreds of feet, you are going to need an elevator. You have to meet the American Disabilities Act codes but what you don’t need is a complicated elevator system to travel just a few feet.
The term “smart city” can be open to interpretation. Here are a few prerequisites established a few years ago. A smart city uses technologies to be more intelligent and efficient when using resources.
thyssenkrupp is currently putting the finishing touches on the installation of 30 elevators and 2 escalators that will serve 52 floors at River Point, a new office tower located on a prime piece of property overlooking the Chicago River.
Any sales professional or service provider has had an experience were the customer was in the wrong but there were sales or relationships to be lost in proving they were actually right.
Recently, I hosted a customer function. The function was allotted 1 hour & 45 minutes in order for participants to attend and stay on their full schedules. Like any event where several people are being organized in one location and transported to a different location, time was quickly consumed but we were able to get everyone together and en route only 10 minutes behind schedule!
Then it happened, I got a phone call that we had a few attendees behind and needed to come back and get them. Now considering that every minute was accounted for and there were several others already on the bus (who would be late to their next meeting if we turned around) I said “I am very sorry but we can’t turn around and risk making the other people late to their next event”.
End of story, right…..well not quite……
One of the people that missed the bus wrote an email (that very morning) to senior management which was quickly forwarded to me. It basically said that I left early and refused to come back for them (not true and half of the story respectively).
Which brings me to the crux of my story…..I had to make a choice on how I responded at this point:
Do I react emotionally and defend my position and decision? OR Do I respond, with the knowledge that this moment impacts how the customer views not just me but ThyssenKrupp Elevator today and in the future?
This was a defining moment and I had an opportunity to leave a positive or negative impression. As much as I wanted to “react”, instead I took the time to respond and heal the relationship because at the end of the day, the customer shared how she felt and it should be taken seriously so……during the next meeting break, I found the tardy attendee and did the following:
Heard Out the Customer…… I let her vent.
Eased the tension……I apologized.
Acted to improve the situation……. I acknowledged that I should have come up with an alternative solution, like offering to pay for cab fare.
Left a positive impression…..I gave her a gift certificate to use for dinner that evening. At the end of the day, how we handle these defining moments makes a lasting impression. Remember, customer loyalty and relationship building can actually be strengthened loyalty if negative situations are handled seamlessly.
Melain Wielkens is the Director, International Technical Services Sales at ThyssenKrupp Elevator. You can reach her at email@example.com