Across our country and around the world, it seems like we’ve been social distancing forever. For many of us, it’s no longer a matter of when the pandemic will pass. Now it’s about the ongoing challenge of adapting to the new normal and a workplace that may not return to the old normal anytime soon.
There’s no denying it’s a difficult time to be in business — it’s a difficult time to be doing a lot of things, honestly. The good news is that Southeastern is no stranger to tough times. But for more than 60 years, we’ve worked together to find new ways to raise our game and deliver exceptional service, despite the obstacles. In other words, we’ve got this!
For inspiration, check out how some of our associates are adapting and doing whatever it takes to meet the needs of our customers.
Selling in a COVID-19 world
We all remember those “where were you” moments. For Indiana Sales Rep Gio Menale, it happened in March, right after he accepted his first job in sales with Southeastern.
“I was just getting my foot in the door and getting out in front of people, then Covid hit,” he recalled. “I like to learn things fast. But it was overwhelming at first. Everyone had a worry, from how they would take care of their family to how they would find different and unique ways of doing things.”
Since face-to-face contact wasn’t an option, he turned to the only tools he had to reach customers: email and phone. “I drafted an email to introduce myself and let them know we were here to help,” said Gio. “Then each week I sent another to say ‘Hey, I’m your new rep. Let me know how we can help.’”
To keep the communication flowing, Gio also utilized messaging and marketing provided by corporate. “This was extremely helpful, especially for a guy like me who might need a little more time proofing my emails and cleaning up grammatical errors.”
Weeks went by without much response. But then, the phone started to ring. “It was surprising and rewarding to see people respond once things opened back up a bit. I was glad I had laid the groundwork and kept making the contacts.”
Taking Everything in Stride
Gio notes that when things are slow, it’s an opportunity to grow. “I really enjoy talking to my road technician to learn the ins and outs of different equipment. It’s also a great time to get more familiar with the used equipment market so I’m prepared for whatever business model my customers might need going forward.”
Starting a new job during a pandemic wasn’t exactly one of his career goals. But as it turns out, the same thing that brought him to Southeastern is the same thing that gets him through every challenge.
“The team environment is what led me to take a leap of faith and join Southeastern,” says Gio. “From the top level to the sales people and those in the shop, everyone is behind each other.”
Daily Challenges, Surprising Takeaways
A few months ago we were traveling to meet customers and shaking hands. While many of us prefer face-to-face interactions, doing more work over the phone has led to some unexpected rewards.
“I think I’ve gotten sharper on the phone,” says Central Ohio Sales Rep Ryan Tacosik. “Our customers are in tough markets, too. I’m getting better at drawing people out and hearing about what’s going on in their life and what they need.”
Mentor Branch Parts Manager Frank Kalcher agrees. “It’s all about listening and adapting to what customers want. We realized pretty quickly we had to do several things to meet different customer needs.”
“Some people still like to come in, so we installed Plexiglas shields and began offering masks. Others want curbside pick-up or delivery. Our customers know we’re committed to being their partners now and when the Plexiglas comes down.”
Moving Forward Together
“The pandemic has reminded all of us that change can happen in a second, and it’s not always possible to be prepared for it,” says Regional Parts Manager Carrie Haiflich, a 29-year veteran of the company.
“But we can come together to solve any challenge. We never take our customer relationships — or our relationships with each other — for granted. And we’ll come out of this crisis valuing them even more.”
