Catching Up With Our Customers

Henry Hage, COO, and Samuel Croll III, CEO, travel the globe to meet with customers, collecting information and building relationships.

Recently, they visited Italy, Belgium and Germany to visit with customers in the food processing, power and chemical processing industries.

"We go to collect data," Hage says. "We always like to hear the good stories and get to know our customers better, but we know we can help resolve issues more effectively and enhance productivity when we sit down, face-to-face, and develop or extend a relationship."

Hage says a good relationship allows for more open discussions about problems in a constructive atmosphere. The desired outcome for Croll Reynolds and its customers is getting the equipment perfect and delivering it on time. These conversations help Hage convey customer needs more effectively to Croll Reynolds' suppliers and strengthen internal procedures to improve customer satisfaction.

Along with the personal interaction, Hage and Croll get to see their equipment in action.

"Seeing where it fits into a customer's production system really helps us stay on top of their needs," Hage says. "When our systems are working well, they do the selling for us. That's because our customers are always talking with other companies in their industries, and word gets around when you do a good job."

With Croll Reynolds' long list of on-going projects, Hage usually looks at where a visit is needed most, where he needs to meet a customer or where he wants to renew an acquaintance when planning his itinerary.