I continually preach that a quick response is an elementary part of the Jarltech DNA. On the one hand, I am often impressed by how quickly decisions are made here. On the other hand, it sometimes happens that we receive complaints about our response time.
It is only human to first want to place the blame on someone else -- and the truth is, we often answer customer inquiries too late, because we are waiting on information from suppliers. This affects more than just the movement of goods, since responses from contractors or service providers frequently come too late. Or, sometimes, not at all. This is the best hobby of them all. When it comes to "letting the garbage be washed away" you simply do not answer a question. I am sure that in 30% of the cases no one even notices.
If you look deeper you will realise that you lose a lot of time because of the time needed on the telephone to chase down answers. What is even worse is having to remind your own employees or partners about something that they should have taken care of a long time ago. And impatience with suppliers is particularly justified when they need six weeks and five reminders to prepare a grant statement, but who immediately call the first day when a payment is overdue.
There is no end to the discrepancies: our organizationally-slowest supplier decided one Friday afternoon to publicise a highly complex promotional activity, which should be retroactively effective!!! Plus, the next work day they called, and were very nervous -- where is the order worth millions?! Unbelievable.
In order to improve our service, keep our nerves intact and, above all, save time, we have decided to demand answers quicker and more aggressively. It is one thing to deal with people who cannot make a decision -- but they should at least be able to find someone in their own company who is capapble of making a decision, within a reasonable amount of time. The type of employee who says: "We are a large corporation, whose board only convenes every six weeks. I do not think I should ask them now." is then no longer the right partner for us. If one of our customers is not happy with his representative we are happy if he tells us, instead of quietly turning to the competition.
Regarding what affects me personally, the reader can derive two things from this entry: -- Please do not try to "lull" me into anything. -- And the othe way round: I always answer right away, or not at all. In case I do not answer that means that I simply do not have any interest, so you have to ask more aggressively. :) I gladly allow equal rights for everyone...
Why is good service so important again?
I'm writing to you today from China. Here I have learnt once again why good service is so important....
I'm writing to you today from China. Here I have learnt once again why good service is so important. If you want a customer to pay more than elsewhere, then you have to make the difference! You have to know what they like and anticipate their wishes.
Here in Shenzhen is the Grand Hyatt Hotel – I was here at least six times a year before Corona – and even stored some luggage in Shenzhen, so that I only had to fly with hand luggage. Liquids and such ... that was difficult on the plane.
It’s been over three years since I was last here, and I arrived to be greeted by an armada of hotel staff. My beloved Coke Zero was waiting for me in the car outside the airport. My luggage, which I hadn’t expected to see again, had been stored for three years and completely cleaned for my new stay. Everything was hanging in the wardrobe and the bathroom was neat and tidy. My razor was charged and my chargers stood on the desk. Of course, the fridge was full of Coke Zero and the white wine I had last drunk three years ago. Even the room service knew what I liked to eat.
That’s what hospitality really is. And we have to do the same at Jarltech. Always write down what our customers want and like. And when I go out to dine with a customer, I need to know whether they are vegan or if they don’t like pork, for example. Some customers want to be called and courted on a weekly basis, whereas others find this rather annoying. Some still prefer paper catalogues, others believe it’s environmental pollution. And all the better if a customer returns after three years, and I still have it all written down somewhere. Jarltech may not be a hotel, but we are a service provider that has to differentiate itself The difference is always in the details.
The world's smallest chef gives a guest performance in Usingen
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October...
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October 2023 to the 30th of April 2024. Personally, I always have fun enjoying delicious food with a bit of a show. Come by sometime – it's also great for Christmas parties with up to 20 people. And if you're a customer of ours, why not have your sales contact invite you next time you visit Jarltech? 😊
Have fun with the little chef!
Use our know-how power for yourself – free of charge!
We have the largest showroom in the AIDC industry in Europe, plus plenty of training rooms and an event location....
We have the largest showroom in the AIDC industry in Europe, plus plenty of training rooms and an event location. If you like, we will be happy to train your new employees or your customers’ employees here. You will find an overview and a virtual tour of the showroom on our website. We built these facilities for you – but apparently this is not sufficiently known yet. We can work together to make your staff better, or we can make our facilities available to you, and you can organise your own training for your staff or customers. Just as you wish. We are also happy to take care of airport or train station transfers. Just get in touch with your sales representative and we will do something for you!
Pure delight
I am proud of my team! This time I don’t mean the team from Jarltech, but the team from our restaurant »Uwe & Uli – Zuhause bei uns«....
I am proud of my team! This time I don’t mean the team from Jarltech, but the team from our restaurant »Uwe & Uli – Zuhause bei uns«. The gastronomic guide »Frankfurt geht aus« from the Journal Frankfurt and the Genussakademie awarded us first place in the category »Rhein-Main – feine Küche (exquisite cuisine)«. The joke is that we were not even mentioned there before, but achieved first place right from the start, which really doesn’t happen very often. A two-page article was published about us, a pure hymn of praise. For the kitchen, the service, the atmosphere. We awaited the awards ceremony like toddlers, and now we finally hold it in our hands. Years of work, sweat and tears have paid off – finally, the recognition we always strived for. A warm shower on the soul. I am very proud and equally overjoyed to have made this project possible. Initially a necessity, then later a hobby – I am there every day. I am delighted about every comment, and also about the fact that the team constantly works towards providing an even better experience for the guests. Thank you, thank you, thank you – it needed to be said. Feel free to drop by: www.uwe-uli.de