After a year with the company, I’ve been giving some thought to a question asked of me about my impressions of our customers’ feelings towards MacPherson’s.
In my experience, it seems like their feelings towards us are across the board.
There are the some who seem like they truly value us not just as a distributor, but as a partner who can offer them a full range services beyond just the products.
Then there are others that I’ve spoken with who seem to think that MacPherson’s is the best at what we do (selection, turnaround time, availability, etc) but do not have that same sort of attachment or loyalty beyond that. At a recent retailer event my team asked the store owner if there were additional products they would like to see us add to our selection and their cynical reply was “Is Art Alternatives looking for something new to knock off?” The impression I had from them, and from some other retailers was that while they appreciate what MacPherson’s can offer, that’s sort of where it ends.
In the case of some stores, this wariness may simply be their personality, and there is little we can do to change their minds. For others, I think that the more we can engage them, not just in regards in what we sell, but in all the other things that we can offer, the closer we will be to their hearts. I truly think that one of the best things that we can offer our customers is the MacPherson’s team. There are so many hardworking and awesome people here – if we can build more points of contact and more personal relationships between Mac and our customers we will not only be their most valued supplier, but we stand a good chance of making some strong and lasting friendships.
My two cents,
Lisa Day, MacPherson’s Product Development Manager
How are we viewed?
Characteristic ________What Customers Might Say
Capable/Competent? Yes
Friendly/Supportive? I think so
Corporate/Stiff? Maybe
Too Big? For some
The Best? Grudgingly, yes
Inflexible? Occasionally
Technologically Cutting Edge? Yes
We’d enjoy hearing your thoughts and ideas on how we are perceived and how we might do a better job.
3 Comments
drewby
I am more impressed when a company simply works their way into my heart, and doesn’t tell me that they’re trying to do so. When I am told that my heart is the object of a company’s affection, it seems more like a marketing ploy or even a conquest than it does an honest declaration of how good-natured they are.
frank
Whether it’s good or it’s bad you will always know where you stand with us. We are open, we share our aspirations with you and we live up to our commitments. I would ask the writer whether he holds his other business partners and himself to the same high standards he has assigned to MacPherson’s.
drewby
Frank,
I apologize for my previous comment, as I worded it very poorly. I meant the comment more as a warning, but upon rereading, it appears more accusatory than anything.
For years, our company has received dozens of calls a week from “Free Internet Yellow Pages” centers who ask us to update our information. If we do update our information, it is not actually free and we get a hefty bill.
Recently, our telephone provider has been calling us using the EXACT phrasing that these “Free Internet Yellow Pages” companies have been. We’ve hung up on them three or four times a day for a month simply because they sound like they aren’t on the level.
While in college, certain student organizations in which I was active would be approached by businesses to make them money, all under the guise of supporting the students. The use of this blog post’s phrase “closer to your hearts” was used by the local big box pizza place manager when he brought in free slices for everyone in the comedy group. My only thought was “What, your pizza’s cholesterol isn’t close enough?”
These are the kinds of situations I had in mind when I wrote my original post.
Also, I do, in fact, hold those with whom I do business to the same standards as I mentioned. More than anything, I want people to be able to express themselves, accomplish their goals, and produce work, whether it is a coloring book or a gallery full of pieces, that they can be proud of. I want the customer to walk out our doors with what they need, whether they need an item we sell, an expensive item we sell, or if it is directions to another store.