“The most important thing in communication with a client is sincerity”
Tell us how you started your company's business? How did it all begin?
The company "Southend" has been supplying and selling construction uruguay phone number library fasteners and tools through an online store for over 20 years. The company employs 50 people. Our product range includes anchors, nuts, construction nails, hardware, screws, self-tapping screws and other construction tools made in Russia, Europe and China.
I am a psychiatrist by education, and while studying at the institute I worked part-time for a relative. He was just starting a business at the time and purchased machines for the production of construction nails. The technology for producing nails is quite complex, there are many nuances. The company gradually developed and after some time I was assigned to head the construction fasteners department, which later became a separate company, Southend.
At the same time, I was still interested in medicine and did not want to abandon it completely. The need for communication found points of intersection with professional activity. Studying people and knowing the peculiarities of their psychology helped me a lot in business, namely: when establishing communications both between company employees and when communicating with online store clients.
Describe your target audience?
Our main clients are construction companies, both small companies and large structures. The key factor is the size of the object they take on.
On average, the life cycle of construction equipment is 5 years. If we talk about construction fasteners, they themselves do not change much, but the technologies of their installation change. For example, powder and gas guns are technological breakthroughs in this area, they have seriously changed the market for the installation of fasteners.
It is characteristic that we now sell most of the fasteners not for the construction of new objects, but for the reconstruction of old ones. This segment works for itself, since nothing lasts forever, and renovation programs are actively being implemented in many Russian cities.
What do you think is the most important thing in customer communications?
I engaged teachers from the Department of Psychiatry and Psychotherapy as business consultants. And most of the specialists unanimously stated that the most important thing in communication with a client is sincerity. Sooner or later, a person will feel manipulation and may refuse the company's services. Service optimization is something that can be useful for many companies on the market. Good service always pleasantly surprises.
