Jarltech is successful if we are able to enter into a true partnership of equals with our vendors. In such a partnership we can stockpile the right products for our partners, find solutions, ensure for a good price from the vendor in projects together, and even tinker with creative project financing here and there.
On average, our resellers are real pros. Some of them sell 10,000 mobile devices per year, others only seven POS systems. Since we all treat each other fairly, this makes no difference to us.
I have never complained about a customer using this platform, but two cases have brought the volcano to eruption, and I simply have to release my frustration. Thankfully, these things hardly ever happen, but when we feel we are being blackmailed, then we are angry through and through. In these two cases the people obviously could never get enough, and are of the opinion their »power« as »King Customer« is unlimited.
Case #1: We send a customer four printers instead of just one. Since our packing error rate is sensationally low, this is truly an exception. While checking the serial numbers we should have found the mistake ourselves after a few days. But the customer is honest, well, since he never could have used this type of printer again in the future. And there is no real market on ebay for them. An attempt at evasion would not have resulted in extra money, on the contrary, the customer would have had a disposal problem.
The customer contacted us and requested the printers be picked up by UPS. »For our honesty we would like to receive a complimentary bottle of champagne.« Asking for presents is rather tasteless, but our sales team thought it was a fair request, and, of course, the champagne was immediately dispatched.
Unfortunately, the printer pick-up also went wrong. When we called the reseller he honestly said to us: »Thank you for the champagne. But we feel that you could also throw in an iPad for our honesty. And then you can pick up the goods.«
Growing audacity? No, after a jaw-dropping moment, we simply reported the three surplus printers to the police as being stolen. Perhaps they will be fortunate enough to merely pick them up without having to give anything in return.
Case #2: A never-ending story, abbreviated. The customer has no right to return a certain article. He placed the wrong order (which can happen) but only realized it half a year later. That's truly annoying. Yet we provide credit as a gesture of goodwill and remind him that the device needs to be packaged in its original box, plus then in outer packaging when returning it to us, so that we can resell it.
The system was returned to us, but with all kinds of software installed on it, plus it had scratches. It was carelessly tossed into the next available box, and there were even stickers on it. Since the reseller is no shipping pro, the display was also broken. So, we rejected the credit, since this was not part of the deal.
The reseller says: »Ok, then we won't buy anything else from you. The end customer never paid for the 500 euro system. We simply collected it. It should be Jarltech's problem.« Aha, so the customer knew ahead of time that he wanted to dump unmarketable junk into our lap. He simply thought that we wouldn't say anything, because he appears to be such a good reseller. And that he can lie to us as he pleases.
The road to success: do we really have to get worse at everything?
Last week I had a conversation with a customer that left me speechless....
Last week I had a conversation with a customer that left me speechless. Our sales department asked me to speak to a customer on the phone who doesn’t buy from us because we supposedly supply end customers.
No problem, I thought. I called and explained that this is exactly what we don’t do, and that this is a key promise to our dealers. There are extremely rare exceptions – only if a vendor forces us to or a retailer explicitly asks us to. But that almost never happens.
Then it turned out that there was a misunderstanding: the customer said that we also supply small retailers. My answer: »Yes, we do and we have to, based on our contracts with the vendors. Our competitors do that too.«
»All correct«, I hear, but then it got exciting: »Your large competitors are not interested in small customers, so they are poorly served. At Jarltech, small dealers feel comfortable because you provide great service.«
I didn't know whether to laugh or cry ... A customer doesn’t buy from us because our service is too good? I hadn’t expected that.
But don’t worry, contrary to the headline: We will continue to endeavour to offer every customer the best service we can!
Why is good service so important again?
I'm writing to you today from China. Here I have learnt once again why good service is so important....
I'm writing to you today from China. Here I have learnt once again why good service is so important. If you want a customer to pay more than elsewhere, then you have to make the difference! You have to know what they like and anticipate their wishes.
Here in Shenzhen is the Grand Hyatt Hotel – I was here at least six times a year before Corona – and even stored some luggage in Shenzhen, so that I only had to fly with hand luggage. Liquids and such ... that was difficult on the plane.
It’s been over three years since I was last here, and I arrived to be greeted by an armada of hotel staff. My beloved Coke Zero was waiting for me in the car outside the airport. My luggage, which I hadn’t expected to see again, had been stored for three years and completely cleaned for my new stay. Everything was hanging in the wardrobe and the bathroom was neat and tidy. My razor was charged and my chargers stood on the desk. Of course, the fridge was full of Coke Zero and the white wine I had last drunk three years ago. Even the room service knew what I liked to eat.
That’s what hospitality really is. And we have to do the same at Jarltech. Always write down what our customers want and like. And when I go out to dine with a customer, I need to know whether they are vegan or if they don’t like pork, for example. Some customers want to be called and courted on a weekly basis, whereas others find this rather annoying. Some still prefer paper catalogues, others believe it’s environmental pollution. And all the better if a customer returns after three years, and I still have it all written down somewhere. Jarltech may not be a hotel, but we are a service provider that has to differentiate itself The difference is always in the details.
The world's smallest chef gives a guest performance in Usingen
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October...
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October 2023 to the 30th of April 2024. Personally, I always have fun enjoying delicious food with a bit of a show. Come by sometime – it's also great for Christmas parties with up to 20 people. And if you're a customer of ours, why not have your sales contact invite you next time you visit Jarltech? 😊
Have fun with the little chef!
Use our know-how power for yourself – free of charge!
We have the largest showroom in the AIDC industry in Europe, plus plenty of training rooms and an event location....
We have the largest showroom in the AIDC industry in Europe, plus plenty of training rooms and an event location. If you like, we will be happy to train your new employees or your customers’ employees here. You will find an overview and a virtual tour of the showroom on our website (Link einfügen). We built these facilities for you – but apparently this is not sufficiently known yet. We can work together to make your staff better, or we can make our facilities available to you, and you can organise your own training for your staff or customers. Just as you wish. We are also happy to take care of airport or train station transfers. Just get in touch with your sales representative and we will do something for you!