Some time ago, RG Group received a call from a global bacteria decontamination and infectious disease control company. They were checking out the price and availability of a specific GAST compressor. Since we work with a strategic pricing structure, a customer service rep who answered the call, asked how many they wanted to buy. Usually the answer is 2, maybe 3. When they told this person they wanted 250, his next question was “What are you going to do with 250 compressors?”
That simple question opened up a dialog and they proceeded to tell the rep about their newest sterilization unit. Through the discussion, the rep learned they were not sure if they were using the correct compressor and wanted to know if we would be able to come down and look at their application, maybe make a recommendation. That was certainly an offer the rep could not refuse. He, Ed Walker (our resident GAST Product Specialist) and Dennis Ohme (Chief Sales Officer) made the trip. After listening to the customer’s concerns about their own manufacturing process, the trio extended an invitation for them to visit our manufacturing site and the rest, as they say, is history.
Working with the customer’s engineering team, RG Group’s engineers and design team offered solutions to some of the manufacturing problems they were running into, even working in an RFID (radio-frequency identification) system for bottle identification.
After the initial 250 surface sterilization units were delivered, we produced a transportable environmental unit capable of sterilizing a sealed space up to 3,663 sq. ft. Controlled remotely, it is used in hospitals and healthcare facilities and has been proven to reduce healthcare-related infection rates both internationally and domestically. We are currently in the prototype stage of developing decontamination booths to be used in fighting the deadly Ebola epidemic in Africa.
So, why did they choose RG Group?
Simply put, our expertise in the engineering and manufacturing process, the quality of manufacturers we represent, our location and pricing made the decision extremely easy for them, and everyone at RG Group is extremely proud to partner with this team as they continue to make strides in combating the spread of infectious diseases worldwide.
The moral of this story?
Customer Service Representatives and Territory Managers like Dennis handle hundreds of phone inquiries every week. By being genuinely curious about the customer’s needs and connecting with them on an elementary level, a phone inquiry that might have ended when a price was provided turned into a beautiful relationship producing life-saving technology to an international market.