If passion is one of the most commonly used words by Pilot Crushtec International CEO Sandro Scherf, then director of sales Graham Kleinhans’s use of the word relationships has to run a close second when discussing the today, tomorrow and long-term future of Pilot Crushtec International.
From the director of sales’ perspective, good intercompany relationships are vital in creating positive growth and synergies between the company, its customers, and its suppliers.
“We like to enjoy business relationships where we can grow together with our suppliers and customers. Good relationships build up a climate of trust that builds confidence, which, in turn, enables all parties to make quick but well founded decisions when the occasion arises,” says Kleinhans.
One of the most important moves toward relationship building began in 2011, when Pilot Crushtec International adopted a regional marketing and sales strategy. Permanent sales representation was established in KwaZulu-Natal followed by the opening of regional offices in the Eastern and Western Cape.
These moves, together with the appointment of sales engineers specifically tasked with building customer relationships in the Northern Cape, the North West, Mpumalanga and Limpopo, has also yielded impressive results in the acquisition of new business and, of course, the creation of valuable new relationships.
Africa sales manager Wayne Warren has implemented the same approach, which is proving to be equally effective right across the continent.
“Each of our sales engineers has been allocated the responsibility for managing his own territory. This gives us the opportunity to adopt a focused approach to develop new business despite the massive distances involved,” he says.
Warren’s team travels regularly and widely across the continent and, as matter of routine, is establishing a solid Pilot Crushtec International presence in Zambia, Zimbabwe, Namibia, Botswana, Angola, Tanzania, Malawi,
Mali, Ghana, Mozambique and the Democratic Republic of Congo.
In keeping with the domestic team, export sales engineers have tertiary qualifications and, as an added bonus, a number are fluent in Portuguese while others have received a basic grounding in French. All this helps to break the ice under the heat of the midday sun.
According to Kleinhans, one of the key ingredients to forming lasting customer relationships is the adoption of a holistic approach to the crushing and screening industry.
“Not only do we supply a customer with a product or, as is often the case, a complete plant, we make it our business to ensure that it is fully utilised. This means we are permanently on the lookout for new projects and contracts in his area to provide early notice of potential new business leads,” he says.
“But, it doesn’t end there. Nothing builds a relationship like teamwork and when a customer is called upon to tender for a new contract, the Pilot Crushtec International team swings into action.
“There are numerous ways we can assist, beginning with product selection or, in the case of existing machinery, giving advice on the correct operational speeds and settings to suit the application. Our engineers and technicians are well qualified to assist the customer in producing accurate costings to ensure a satisfactory financial outcome,” he continues.
In many ways, Pilot Crushtec International is the antithesis of modern day companies which relegate customer contact to the level of faceless call centres. This service ethic is embedded at all levels of the organisation, beginning at the very top. If you want to meet an accessible CEO, just call Scherf. Leader, perfectionist, visionary and entrepreneur par excellence.