Page 16 - HUB-4 Magazine Issue 99

News
Delivering beyond the sale
Ulrich Attachments' sales director Josh
Copeland believes that the relationship with a
customer truly begins after the initial purchase.
As sales director at Ulrich Attachments, I've seen first-hand
that supplying a quality attachment is only part of the job. The
service and support that follow are just as important in
building long-term customer relationships.
You can manufacture a high-quality, reliable product but if the
process of arranging servicing, ordering spare parts or
carrying out routine maintenance is inefficient, it can quickly
undermine the customer's confidence. In my experience, the
overall ownership experience plays a significant role in
whether a customer chooses to work with a manufacturer
again.
This isn't just about good customer service—it's also good
business. Research has shown that increasing customer
retention by just 5% can increase profits by at least 25%,
while the likelihood of selling to an existing customer is
between 60% and 70%, compared with just 5% to 20% for a
new prospect.
That approach starts long before an attachment leaves the
factory. A knowledgeable sales team should take the time to
understand exactly how an attachment will be used, the
environment it will operate in, expected duty cycles, and any
application-specific requirements. Those conversations help
ensure customers receive the right solution, rather than simply
selecting a product from a catalogue.
Supporting customers doesn't stop once the equipment has
been delivered. Providing practical maintenance advice,
lubrication schedules based on usage, operator manuals and
ongoing technical support all help maximise performance,
extend service life and minimise downtime.
As Ulrich has brought together its design, engineering and
manufacturing capabilities under one roof, we've taken the
opportunity to review every aspect of our customer
experience, including our after-sales support. It gave us the
chance to challenge ourselves and ensure we continue to
deliver on our belief that the successful delivery of a standard
or bespoke attachment is the beginning of a long-term
partnership.
Today, alongside UK manufacturing, we offer nationwide
service support with experienced engineers who repair,
maintain and refurbish attachments to keep equipment
working safely and efficiently.
Whether replacing worn components, carrying out structural
repairs or performing preventative maintenance, our objective
is always to minimise downtime and maximise the working
life of the attachment.
One recent example involved refurbishing a long-serving High
Tip bucket rather than replacing it. The work included shot
blasting, replacing pins, bushes, bosses, cylinders and
hydraulic hoses, reinforcing key structural areas, fitting a new
cutting edge and carrying out hydraulic testing. The result was
a fully restored attachment delivered at a fraction of the cost
of purchasing new.
To further reduce downtime, most replacement parts are
available for next-day delivery and, where appropriate, we can
provide temporary hire equipment while repairs or
refurbishments are completed.
Our support extends beyond repairs and servicing. We also
provide bespoke attachment design and manufacture, on-site
attachment inspections, hydraulic hose replacement, welding
and fabrication, hydraulic cylinder repairs, line boring,
structural refurbishments, reinforcement work, installation
services and extended warranty options.
Many customers tell us that responsive after-sales support
and product reliability provide genuine long-term value. While
purchase price will always be an important consideration,
many businesses increasingly recognise that
dependable support throughout the life of an
attachment can have an even greater
impact on productivity and
operating costs.
| p16 | www.hub-4.com July/August - Issue 99