When I tell customers or suppliers that we use our own enterprice software, they look at me with big eyes. In a group of 110 employees, they were expecting SAP or Navision. No, we do not have either one, and with a very good reason too. Ever since I started 20 years ago, I always wrote my own assets software, at the beginning under dBase II. (I just realized, that Word's spell checker does not know the word "dBase" anymore.) :) Now we have a team of three programmers, who work on our "Webfaktura". Not only does the manpower cost money, but the software must be certified every year by a special public accountant. Despite this, I believe that this software is a real unique feature, which differentiates us from the competition.
If the boss of Jarltech comes up with the idea to write a blog, and in two languages (the English texts are added by our translator), and electively with a Twitter function and Spam filter for the answers, then it will be up and running on the same day. Or a change-over from DPD to UPS, a warehouse layout system, a conference room availability plan, or, or, or. Our Webfaktura, in addition to working in German and English, also works in Chinese.
But even more important than the speed is the new roll of the distributor between the manufacturer and the re-seller. Both want to know things from the other, and to communicate with the other, but the software packages do not understand each other. Enter us, the interface between the two. Truthfully, when a customer decides to make future purchases with us, I simply cannot allow a programming order to be buried for weeks - I want my sales now.
Or try to become a distributor for HP - the interlocking of the computer system is a real Herculean feat. But I am sure that we will master it faster than if we had to first explain to an external company how it works. The same applies for customer requests. A customer had the brilliant idea of scanning his letterhead for us, so that we could print packing slip receipts for third-party goods on his letterhead. Great idea, and just like that, we are doing this for all of our customers, with packing slip receipts in all the important languages.
In order to evalute our software financially, we sent the current requirements specifications to a manufacturer for standard assets software. We asked them to compose their modules in this fashion and to amend it, so that it works for us worldwide. Result: Roughly 700,000 euros, including a few months of migration phase. Of course, this sum has also been invested into the software, but we can set the priorities for its enhancements every day. Our employees have a tool for offering suggestions for improvement, which will then be implemented. There are still hundreds of them, some of which go into great detail. But: it makes the sales and execution faster, plus simpler for the customers.
My IT professor buddy told me once that practically mid-sized businesses stopped individualizing large software packages. Instead, the sales process is simply adapted to standard software, which is often less expensive. Ok, but I think that our company differentiates itself from other companies through its methods of operation, and I do not want to lose that. When all is said and done, and all the companies have adapted to the three large software packages, then they will finally be working alike. . .
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!