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People buy from people (they trust)


Tennant UK discusses why cleaning machine manufacturers and suppliers can benefit from more face-to-face interactions with their customers.


The COVID-19 pandemic has changed business (and our way of life in general) on a global scale, and over the last 15 months or so we have seen a surge in the way companies and individuals have adopted digital technology to conduct business like never before.


However, Emma Needle, Head of National Accounts at Tennant UK, commented: “Without the ‘human touch’, you cannot develop that special relationship with a customer.”


Cleaning on the rise


Cleaning has not slowed down, in fact quite the opposite: it has become centre stage for all areas of life and in all industries. Cleaning effectively and efficiently within healthcare environments has always been a top priority but the COVID-19 pandemic meant an enormous increase in cleaning frequency, an increase in new equipment and chemicals, plus a need for more staff.


Industries, such as warehousing and logistics, also sought an improved cleaning regime due to the fact they were not forced to temporarily close. These facilities needed to review their cleaning strategy to ensure the safety and wellbeing of their workforce, which had increased because of the demand for online order fulfilment.


Giving customers what they want


Emma explained: “As a leading manufacturer and supplier of cleaning machines, we are more than aware of the need for an effective cleaning regime, and to be fair so are our customers. It is so important to have the right tools for the job when it comes to professional cleaning machines; the customer does not want to simply make an online purchase, they want to see the machine for themselves, demonstrated within their own facility, and above all they want to speak with the salesperson face-to-face and ask them some important questions.”


Businesses within the warehousing, logistics and supply chain sector continued to operate, but their policy on allowing third party visitors on-site had to change, so


42 | FEATURE


attending a site to deliver machine demonstrations became a real issue.


Emma continued: “Conducting an on-site demonstration for a customer in their own facility is the real decision maker, because they can see first-hand just how effective a Tennant cleaning machine is. When we couldn’t do this, it became a real catch-22 for the customer: they needed a machine, but didn’t want to make the purchase without seeing it in action.”


To overcome this, Tennant has virtual demonstrations available and can also welcome customers to visit their purpose-built demonstration area if a customer site visit is not an option.


Building relationships


Understanding exactly what your customer wants and being able to clearly communicate the value you can bring is best achieved through face-to-face interactions.


Emma added: “Despite the best internet connections in the world, or the clearest signal on your mobile, you still don’t get the full picture when speaking with a customer the same as you would face-to-face. It’s the relationship building and really getting to know and understand your customer that makes the difference in ensuring their needs are fully met.”


Getting back to face-to-face interaction, the team at Tennant UK has already exhibited live at Intralogistex in July, and are now planning their free-to-attend open day at their Manchester facility on Wednesday 6 October (9AM – 3PM) where they will unveil their brand-new range of walk-behind scrubber dryers, as well as showcase their Robotic AMRs (Autonomous Mobile Robots) and a range of professional cleaning machines.


For more information and details about the open day event, contact Emma and the team at sales.uk@tennantco.com, call 01604 583 191, or visit the website below.


www.tennantco.com twitter.com/TomoCleaning


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