The Modern Customer

现代化现代现代混合业务,第3部分,共3部分。

运行现成混凝土操作很难。拍打自己的背部精确三秒钟。现在,对于破碎的现实:运行具体的建筑操作也一样艰难,甚至更多。

让我们花一些时间穿上客户的鞋子(请参阅侧边栏)。考虑一下我们可以做些什么来使他们的生活更轻松,也许他们会以更多的数量甚至更好的定价能力来奖励我们。我们的目标是将客户从现在的痛苦转变为更美好的未来。1992年克林顿总统竞选经理詹姆斯·卡维尔(James Carville)释义:“这是economysmartphone, stupid!” Find software that allows your customers to do business with you on their smartphone, and do it now.

A DAY IN THE LIFE OF A CONCRETE CONTRACTOR

Office:一辆白色的皮卡车,肮脏,有点凹陷,仪表板上覆盖着纸张,旧食品包装纸和咖啡杯。

Starting time:零黑暗三十。

Customer:Disorganized, distracted and dismissive … “Hey you, concrete contractor! It’s your problem, take care of it.”

机组人员:努力工作,英语短缺,最好在一天结束时获得付费现金,否则他们会继续前进。

Concrete supplier:Gives the bigger customers better service … hard to get through to dispatch when needed. The contractor worries that the price is too high, the load will be late or they’ll short the load.

THE PROJECT

大多数小型和一些中型客户都有一个常规项目,他们为此取消了每日订单。如果新的机会需要一个具有特殊条款的专门项目,则需要联系销售并获得报价。大多数小客户都不知道他们的销售员是谁。他们致电调度。

而是使用智能手机。下载了配置为生产者的iOS或Android软件后,客户就可以请求报价。他们通过过程进行指导,并选择一系列选项,并可以输入注释。一旦提交,它将由内部销售团队进行审查,更改并退货以接受。

One huge benefit for the producer is the smartphone notifies the customer to positively accept the quote. Only then can the quote be formally converted to a project. This removes the headache of a quote being sent, and one fine day the customer calling to ship on it even though they never accepted it.

THE ORDER

Orders placed by phone take time, and often the preferred dispatcher or allocator is not readily available. When a customer “remembers” they need an order for the next day or must make a change and it’s after working hours, they have to wait until dispatch resumes in the morning. Orders placed or changed within hours of shipment often do not get the best service.

而是使用智能手机。客户可以找到一个特定的项目,其常规项目,或使用其特定定价来要求订单或在履行期间进行更改。调度员工可以查看请求,进行任何必要的更改并返回确认。现在,许多生产商正在启动旋转时间表以涵盖24/7的客户请求,以提供最佳的服务。

门票

Onsite load receipts are a distraction. Often the customer is a “player-coach” and provides critical direction to his hardworking, but perhaps less than managerial-savvy finishing crew. The customer just wants the truck to show up and unload.

Use the smartphone. During fulfillment, the customer can see in real time the exact truck status including loads, location, product and progress. The customer knows the exact load size, with no doubt. Tickets can be automatically receipted either one by one or for the entire order, and all load information is immediately available.

代理保管链s stakeholders is critical. In the past, it required paper tickets to be photocopied or scanned and painstakingly distributed by a back office to perhaps as many as eight additional parties. With a smartphone, the customer can forward a ticket or all tickets on an order to any stakeholder in seconds.

发票

PHOTO: Bullitt Mobile Ltd.

计费,天哪!定价,负载尺寸,加法器,等待时间,转移,税收和令人讨厌的凹凸负荷:确认账单是正确的,这对客户来说是一个巨大的时间。误解和有时朴素的旧错误导致漫长的争议从赚钱中窃取时间。

Use the smartphone. The customer has immediate access to statements, invoices, the tickets that compose the invoice and the full delivery detail for each ticket. Some customers are even given access to complete batch weights. Immediate access to information kills most disputes before they are started. The remaining issues can be quickly identified and resolved.

Concrete finishers have a tough time managing cash flow so, in part, they use the ready-mix producer as a bank. That’s a hard reality. However, making the payment process easier will chip away at the days sales outstanding. One company, BASYS Processing (basyspro.com), specializes in credit, debit and ACH payments specifically for the ready-mix concrete industry. Modern mobile tools can incorporate the “pay now” button right on the phone.

BUILDING A BETTER CONTRACTOR

Concrete finishers are really good at, well, finishing concrete. Sometimes they are not so good at the fundamentals of business and operational management. They often need help.

考虑错误地使用磁带措施的成本。在五载40立方英尺的订单下,每负载$ 1,000左右,最后在末尾增加了4立方英尺的凹凸负荷。当发现卡车时考虑到完成工作人员的闲置时间时,其成本没有增加10%,而是25%。

Handheld mobile tools not only provide real-time information, but also long-term analytics of every aspect of the concrete finisher’s interaction with the ready-mix producer. The ready-mix sales staff can transition from bringing doughnuts to the jobsite to bringing actionable insight to the finisher for improved profits.

现代化现成混凝土操作的最重要部分是现代化客户。生产者可以并且将通过压缩时间并通过现代移动工具来消除业务摩擦来做到这一点。Voltaire(François-Marie Arouet)也许对我们的行业说:“生活是沉船,但我们必须忘记在救生艇中唱歌。”尽管混凝土终结器将继续面临艰难的道路,但至少可以使与生产商的互动变得简单明了。最有可能的是,承包商将通过其业务奖励最小的生产商。

Craig Yeack has held leadership positions with both construction materials producers and software providers. He is co-founder of BCMI Corp. (the Bulk Construction Materials Initiative), which is dedicated to reinventing the construction materials business with modern mobile and cloud-based tools. His Tech Talk column—named best column by the Construction Media Alliance in 2018—focuses on concise, actionable ideas to improve financial performance for ready-mix producers. He can be reached at[电子邮件保护]