In a previous inSite, we touched on the importance of pivoting during the pandemic to continue to service customers. To go a step further, managers should examine the possibility of imposing rules for safety with their employees and customers in mind. In this post, we’ll specifically look at questions manufacturers of capital and industrial equipment should be asking. Try not to get bogged down in why something can’t be done, and think creatively as to how it can be done.
Some conditions to consider include the following:
- Can all software training be done remotely?
- Can machinery installs be done with only your company’s employee(s) in the room? Will it be possible for the client to review and check after?
- Can 2-way radio headsets be used so that the technician can be at the machine while the owner looks on from a safe distance (especially in noisy factory settings, where social distancing could be hard from a need to hear standpoint)?
- If and when technology allows, can installs and maintenance training happen over video?
- Can clients virtually visit your office and see your products? Or attend FATs (Factory Acceptance Tests)? Can you set up video cameras in showrooms so potential clients can log in and do walkthroughs and demos?
As the CEO or manager of a company, you have the ability to dictate safety measures. Talk to the manufacturers with whom you work as well, to see what policies they are putting in place. As such rules become the industry standard, customers will not complain. If they want machines installed in this new environment, they should be willing to ensure the safety of your technicians.