How to Quote Tanks Accurately and With an Open Mind
“Our first and foremost decision is to clarify what the customer wants, not what we think they want.”
“This company is very good at making you feel good.”
“They wanted “bungs” on the top, which were flanged openings,” says Gina. “So, I went out to the shop and had them show me what a tank flange was. I wanted to see what a saddle was and what skids were.”
A good estimator doesn’t take the customer at their word, or at least, if they do, they make sure to understand that word. Gina gave this example: sometimes customers request “lube cubes” but they’re looking for a small rectangular tank, not the actual “lube cube” design we offer in our product pricing; clarifying questions upfront to ensure a clear order makes all the difference in customer service for Gina, and ultimately, for the whole team.
After writing the training manual for tank quotes and how best to clarify what a customer needs early on, Gina continues to manage the office and operations, while leading the example with her exceptional customer service. If you’d like to be in the know, lean on an expert like Gina!