Over the last several years it has been really amazing to have the chance to implement what has been learned from those around us. This company has allowed us the opportunity to chat with business leaders, both local and national. What we’ve seen is this; not everyone who thinks they are focused on their customers actually is! Here are 4 questions that we ask ourselves at GEN-Y that have enabled us to constantly be evaluating whether or not our stakeholders are being given the service they deserve!
- Are we resting on past laurels, or are we making our clients day EVERY day?
- When we say no to a client, are we offering a solution, or just putting up a wall?
- Are we keeping in mind that everyone has had situations and interactions before we speak with them, and those have shaped their mindset and attitude, and then treating them with the grace that we would like to have offered to us?
- Are we attempting to make every situation fit into a cookie cutter mold, or are we looking at the circumstances and adjusting our mindset and policy to create a wow experience for our customers and dealers?
You see, it isn’t just about a one time “good deed” in today’s world. To build loyalty to your brand, you must be constantly keeping your valuable clients’ needs at the center of what you do, because without them, you’re simply selling a product, not building a company.
You may have heard it said that necessity is the mother of invention, but as we all know, if there is a “mother” there is certainly a “father” as well! So just who exactly is invention’s father? At GEN-Y, we have seen that Value must exist with a necessity to provide an invention that solves the issues that people face and do it in a sustainable way.
What do we mean by Value being the father of invention? Well, when the iPhone came out many years ago, it allowed for those with scheduling issues and issues staying connected to be able to solve all of these problems with one device. If that device was cost prohibitive though, or if it was a cheaply made alternative that broke, was unreliable, or had other issues that made it not a long term solution, then the necessity alone would not be enough to birth this invention. Value provides everything you need, at a fair price. Value does not mean less expensive, it means more utility. It means that you have your issues solved in a way that allows you to fully realize the advantages and benefits of the features.
So value and necessity are the parents, and invention is the child. We see many other family members as well in the product life cycle “family tree”, but none more important than these two loving parents. It is important to note as well that, just like a parent child relationship in the real world, “birthing” is not the only job of the parents. After invention has been born and starts to develop, it is important that necessity and value continue to nurture the invention through the many cycles of its life. If the necessity changes, it needs to spur change in the invention. If value gains a new definition or changes markedly, then the invention must change as well so that the perceived value grows with the needs of the end users.
At GEN-Y Hitch, we try each and every day to listen to the “necessity” being articulated among the different industries that we serve. We also listen for what they consider to be value, and we try to use these in helping us to provide solutions to the problems that have been plaguing the hitch industry for decades! We plan to continue this practice as we grow, and hope to provide continued solutions as the needs change and provide value as technology moves forward.
Advances through the years in many industries have made tedious tasks bearable, dangerous tasks safer and costly tasks less expensive. In the towing industry, gooseneck and fifth wheel towing has had few changes in the last 20 years, but the addition of torsion to the gooseneck surge coupler may be the best thing to hit this sector of the industry in decades.
The Torsion Gooseneck Surge Coupler takes advantage of the amazing power of torsion to mitigate up to 90% of the inertia between truck and trailer. This leaves not just the cargo or the trailer less banged up, but the truck and the driver/passenger as well.
GEN-Y Hitch President Carl Borkholder explains,
“We have brought the power of torsion to the drop hitch world, and we knew that the gooseneck coupler could also benefit right at the beginning…we are happy to be able to bring this product to market as we know the immense benefits it will provide all who utilize gooseneck in their everyday work.”
The Torsion Gooseneck Surge Coupler is equipped to handle 5000 lbs of tongue weight and 25,000 lbs towing and starts at $899.99 on the GEN-Y Hitch website. As they are quite fond of saying at GEN-Y Hitch, it might possibly be time for you to #GetHitched with a #GenuineGenY Gooseneck Surge Coupler! You can also check them out on Facebook, Twitter & Instagram as well as one of their over 160 dealers across the USA as well as in Australia and Canada.
Many companies focus on the word MORE. While we think that more options and more service are both good things, at GEN-Y Hitch, we look at “more” a little differently! Let me explain!
Make our customers day, every day!
It isn’t enough to come to work on Monday and make a few of our customers days! At GEN-Y Hitch we want to be constantly striving to do our best to make each interaction we have with people the highlight of their day..not just another interaction!
Only say no if you also can say yes!
If we have to say no to something our customers want or need, we also want to come to the table with a “yes” that we can do to meet our customers where they are. We may not always be able to do what a customer wants as a business and stay in business, but we can always come up with a happy medium where this is a win-win for all involved!
Realize that everyone has situations that they are dealing with every day!
When we talk to a customer that is irritated or upset, we keep in mind that we have no idea what that customer has gone through that day/week/month! We strive to empathize each day with each customer to attempt to let them know that we care about them!
Each situation is different! Having a policy in place doesn’t mean that service has to go out the window!
Policies and procedures are great, but they cannot run you..you have to run them! A policy is a guide, and there are exceptions that come up! We strive each day to use our policies as a guide but not as 100% set in stone.
We hope that you all will see this in every interaction you have with us, and we ask you to hold us accountable as we strive to be “MORE” for you!