By February 16, 2017 Read More →

Why making the right connections is so crucial

Jeff Kerridge, Sales Manager at cable management company Marco, explains why people are at the heart of this growing business.

While many businesses are looking to streamline their operations, Marco is moving in the opposite direction, injecting more personality and more people-contact into its operations.

Sales Manager, Jeff Kerridge says: “I believe there is a growing backlash from the consumer who is unwilling to be treated like a mere transaction. Our personable approach is built on a solid business foundation and we are confident that we can deliver all that we state, a notion that feels a little alien in an increasingly disconnected world of business.

“In the construction and electrical contracting industries, people want to do business with people. When an order is to be placed, or when there is a sales-based or technical query, our customers want to be able to pick up the phone and speak to a friendly and informative voice – someone who can help them with their enquiry right there and then. At Marco, we have dedicated sales people who become a sole contact for our many customers, each becoming comfortable and familiar with their contact.”

Kerridge believes that the contracting industry is an incredibly high pressured environment and meeting project deadlines is critical. “Our customers feel safe in the knowledge that they have spoken to our team, placed their order, made any specific arrangements for delivery and timescales and that their order is on its way. Through that personal contact, customers are guaranteed peace of mind, which can rarely be achieved with a voice in the ether.

“To support our customer service promise, we have established robust processes within our business to retain high stock levels. In 2014, we opened a separate distribution facility where our products are stocked, ensuring we can commit with confidence to our same day despatch ethos.

“Whilst many manufacturers shy away from this approach, we recognise that we can only deliver if we have the stock already produced and primed for immediate shipping. Customers’ orders are then despatched on the same day the order is received, as standard.”

Kerridge goes on to say that Increasingly, customers are feeling detached from the people within the businesses that they work with, or alongside. “Customer service delivery is being farmed out to call centres, where there is a clear disconnect between the individual and the businesses that they are representing. There are huge concerns with this approach, not least the apparent lack of knowledge regarding the products or services that are being promoted, but, more importantly, the personal contact that lasting relationships are built upon.”

Key appointment supports Marco expansion

Marco’s expansion into Northern Ireland, the Republic of Ireland and Isle of Man continues to gather pace with the appointment of industry expert, Gareth Howes.

Marco’s expansion into Northern Ireland, the Republic of Ireland and Isle of Man see the appointment of Gareth Howes to grow business in these areas

A huge target growth area for Marco, Belfast-based Gareth has over 20 years’ experience working in the cable management industry having previously worked with businesses including Schneider and Mita.

Gareth commented: “I’m very comfortable working within this sector and have extensive knowledge of the cable management industry. I have worked with several of the key figures within Marco in years past and am incredibly excited to be making the move.”

Gareth is particularly well known in Northern Ireland where he will adopt a similar role as Area Sales Manager. He continued: “Marco’s focus remains solely on the cable management sector and I am keen to apply my experience, understanding and contacts to this growing business. This is undoubtedly a refreshing move for me that will allow me to work with a dynamic and growing organisation that are committed to retaining the customer-focused approach where personal contact and relationship building remains key.”

Marco customers continue to have a sole point of contact in the sales office, developing close and effective working relationships, not only with the external sales team but office based staff who support with orders and deliveries.

Gareth added: “For many businesses, as they grow, their approach to customer service can be compromised and representatives of that business become a voice in the ether, operating from large call centres, often based abroad. This really isn’t the case with Marco who are anything but a faceless organisation.”

Gareth has now made the move to Marco and is keen to begin to make an impact: “The Marco products and brand are known throughout Ireland and the Isle of Man but could certainly be further developed, which is my goal. I have huge belief in the products, their design and quality, supported by a strong customer service ethos. I’m also impressed with the firm’s plans to continue to invest and develop new products for the future which is incredibly important to a changing market.

“A significant selling benefit will also be the fact that all products are made in the UK. There is a definite trend towards buying within our shores, with people recognising the quality of UK-made products and with wider political changes that could affect the European landscape. There’s plenty of benefits to using Marco and I’m looking forward to getting those strong messages out there.”

Jeff Kerridge, Sales Manager at Marco commented: “We’re really pleased to welcome Gareth. I’m sure he’ll be a huge asset to the firm. His knowledge of the industry coupled with his contacts and understanding of the market in Ireland make him the ideal choice for this position.”

The Marco team – ready, willing and able to deliver