Why Joint Customer Visits Build Trust

Customers still need our presence, solutions & experience on their sites. Over the past few years, especially post-COVID, we have experienced an increase in the number of meetings. This is mainly because of how convenient and cheaper it is to have online meetings, in most cases, concurrently without pausing to reflect on the impact, as it never just stops. One thing that is continually a game-changer in customer experience is on-site, face-to-face meetings with customers. You can engage 10 customers online, but that one-day visit can cover many other meeting needs. This does not only benefit the customer but, most importantly, us the business partners, suppliers, business owners, etc. through: ✔️ Building Relationships – A face-to-face meeting with a customer fosters trust, strengthens relationships, and enhances communication. On-site visits allow me to read body language, tone, and overall engagement, which is harder to gauge over phone calls, emails, or any other online platform. ✔️ Understanding Customer Needs - Through being physically present at the customer's site, I gain a deeper understanding of their environment, culture, workflows, and pain points, thereby enabling me to offer better and more tailored solutions. It’s never a one-size-fits-all approach. Opportunity to appreciate my products and services in action together with my clients, which highlights areas for improvement or new product opportunities. ✔️ Problem Solving and Immediate Feedback – This becomes critical. Real-time solutions help resolve any issues with my products, services, or processes. We empower our teams in real-time with solutions, which increases customer satisfaction. My customers also tend to provide direct feedback on any concerns, allowing me to adjust and improve quickly. ✔️ In my 20 years of mining life, from the time I started as an apprentice in 2005, my customers have appreciated when we show genuine interest in their business by taking the time to visit. This has created loyalty and increased the likelihood of repeat business and new projects. In these cases, customer retention is a no-brainer, and opportunities for upselling or cross-selling increase. ✔️ Being at the customer site lets me identify potential areas where my organization can offer additional products or services. ✔️ Brand image increase & competitive advantage by staying “Top of Mind” – Regular site visits make me and my organization memorable and show commitment, which can give me a competitive edge over businesses that rely solely on digital interactions. ✔️ The real market research takes place on-site. You can see all wheels and how quick or slow they are turning to align with trend analysis to support my view on industry trends. Have you had any specific customer visit that changed your business approach? #CustomerExperience #MiningIndustry #B2BRelationships #OnSiteVisits #BusinessGrowth #ClientRetention #FaceToFaceMatters #IndustryInsights

𝐈 𝐫𝐞𝐜𝐞𝐧𝐭𝐥𝐲 𝐥𝐞𝐚𝐫𝐧𝐞𝐝 𝐚𝐛𝐨𝐮𝐭 𝐚 𝐒𝐚𝐥𝐞𝐬 𝐕𝐏 𝐚𝐭 𝐚 𝐝𝐞𝐚𝐥𝐞𝐫𝐬𝐡𝐢𝐩 𝐓𝐡𝐞𝐢𝐫 𝐛𝐢𝐠𝐠𝐞𝐬𝐭 𝐞𝐪𝐮𝐢𝐩𝐦𝐞𝐧𝐭 𝐝𝐞𝐚𝐥 𝐭𝐡𝐢𝐬 𝐲𝐞𝐚𝐫? 𝐂𝐥𝐨𝐬𝐞𝐝 𝐛𝐲 𝐚 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐭𝐞𝐜𝐡𝐧𝐢𝐜𝐢𝐚𝐧, 𝐧𝐨𝐭 𝐚 𝐬𝐚𝐥𝐞𝐬𝐩𝐞𝐫𝐬𝐨𝐧 Here's what happened: The company was in the final stages of a major deal that could transform their quarter from good to great. Everything seemed lined up: The equipment fit, financials made sense, and delivery timelines worked. But the customer hesitated: "We're concerned about downtime and maintenance costs," That's when the Sales VP made a brilliant move. Instead of sending another brochure or discount, the Sales VP brought in their veteran service technician for the final meeting. This wasn’t just any technician. With grease-stained hands and 15 years of hands-on experience, he spoke candidly about: 👍 The common maintenance challenges they'd likely face 👍 The specific steps their dealership had in place to minimize downtime 👍 The exact response times they could expect when issues arose No jargon. No BS.  Just straight talk from someone who understood what keeps equipment managers up at night. The result? The customer signed the deal that same day. Their exact words:  "Your technician's presence was the deciding factor. It showed us you're invested in our long-term success, not just making a sale." That day, the technician was the MVP on the sales team. The takeaway is clear: Expert service technicians are powerful sales enablers. Their real-world knowledge and commitment to solving problems build trust no slick presentation can ever match. Involve your best service people in sales. It shows prospects you’ll be there when things go wrong. And in equipment sales, that’s worth more than any discount you could ever offer.

Quick calls & emails block us from the human touch in today’s world. Companies can increase their revenue by 10-15% through in-person visits with clients, several studies show that. 📊 In-person visits with clients improve customer satisfaction, which has - 1.5X higher employee satisfaction. - 1.6X higher brand awareness. - 1.9X higher order value. Yet, most of us avoid them. Why? 🤔 In most cases, we put off client visits because of the time-consuming process, focus on new clients (rather than existing clients) and reduction of items on our to-do list. Visiting customers is like working out or eating healthy: everybody knows they should do it, but very few people do. 💯 In recent days, we have met lots of clients physically and exchanged lots of insights between us. Still not convinced? Here are 5 benefits of client visits you should know: 👇 1. Get In-Depth Feedback: Your clients are the best observers of your products or services. Sure, you’ve gotten their feedback before, but you still need to learn more about their pain points, work environment and competitors. An in-person visit gives you an unfiltered picture of what’s working and what isn’t. 2. Build Better Relationships: Emails, calls, and Zoom meetings can’t replace the connection that happens face-to-face. Spending time with clients turns a transactional relationship into a true partnership. Client intimacy is built in these moments, and nothing comes close to that. 3. Motivate Your Team: Seeing how clients use your product or service is inspiring. It recharges you, re-energizes your team, and pushes everyone to do better. These emotional connections are powerful motivators that spark action. 4. Find Opportunities to Upsell: When you see clients in their real-world environment, you’ll notice challenges they may not even realize they have. That’s your opportunity to offer solutions and upsell at the right time. 5. Create New Client Stories: Testimonials are one of the most effective tools for building trust with new clients. Meeting your clients in person lets you uncover stories about the impact your product has made in their lives—stories you might otherwise miss. Finally, for client visits, you need to make sure a few things like preparation of an agenda, have a list of questionnaires, be ready to document your lessons, and value their time. In-person client visits are underrated. Use it in your favour. 😊 Do you agree? Do you physically meet your clients? #customerexperience #success #business #growth #strategy