Why Customer Service Outsells Sales, 442

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Customer service in manufacturing is often seen as a pain point rather than a differentiator. We’ve all experienced the frustrations of dealing with companies like Comcast—impossible cancellations, endless transfers, and the feeling of being treated as just another number.

Unfortunately, too many manufacturing shops still operate with a similar “you’ll get it when you get it” mentality, leaving customers in the dark about their orders. This old-school approach is no longer sustainable, and shops that fail to adapt are finding themselves left behind.

But what separates the shops that are thriving? It comes down to investing in processes, systems, and a culture centered around exceptional service. Setting a higher bar for communication and transparency can transform customer relationships.

With tools like ProShop ERP, Mike and others have redefined what it means to serve their customers, delivering instant updates, proactive communication, and unmatched reliability. The future of manufacturing demands not just great parts but great service—and the shops embracing this shift are the ones leading the industry forward.

If you’re not investing in customer service, there won’t be orders, and without orders you won’t be MakingChips, and you won’t be making money. BAM!

Segments

• [0:30] Check out the Manufacturing Transformed podcast
• [2:44] What’s the Chip on Your Shoulder?
• [8:46] What makes those who are doing it right different?
• [11:05] Machine Shop Masterclass: QMS
• [19:37] How much transparency should shops provide?
• [26:05] Download the CFO’s Guide to AI from NetSuite
• [27:11] The contrast between sales and service
• [35:46] Service drives product development
• [37:37] Why sales and service need to communicate
• [39:56] Real success stories from ProShop ERP
• [44:44] How will you improve your service in 2025?
• [47:06] Check out the At the Boring Bar podcast!

Resources mentioned on this episode

• Leverage ProShop ERP to create systems and processes
• Check out the Manufacturing Transformed podcast
• Download the CFO’s Guide to AI from NetSuite
• Nick’s LinkedIn post about customer service
• East Branch Engineering
• JJR Fabrication

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