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Top 5 Steps To Onboarding A Key Account

Top 5 Steps To Onboarding A Key Account
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    - What's up internet, Rich Malachy here
    from the back of the install beast
    that we use to install equipment
    all over New Jersey in those beautiful
    commercial kitchens of yours.
    I'm here for a new, a new Top Five video.
    And this one is a little unique
    a little bit different than we usually do,
    it's stuff that's going on here in our business.
    And that Top Five is the Top Five Things
    you need to do to onboard a new key account.
    So guy's number One, the first thing we have to do
    when we're onboarding a new key account is very simple.
    We need to come down and visit with
    that key account client and kind of
    learn their needs, their expectations.
    Take a look around their facility,
    usually key accounts do have multiple locations,
    so some of them could be cookie cutter
    some of them maybe not so much.
    We have to learn about that and
    understand that early on so that we can
    set the tone for the relationship that we want to build.
    And it's about getting that face to face.
    I always say face to face changes everything,
    so we need to come off the phone and the emails
    and really sit down at whatever location
    of your choice that we're gonna be servicing
    and just really get to know each other
    from a business stand point,
    from a personal stand point even.
    Because it just goes a long way,
    when you start to get the ball rolling
    in service and installs and things are needed
    business takes precedence over everything
    once we get rolling.
    And we want to make sure that we are that
    partner for you, that you can count on all the time.
    Number Two.
    So this one is really simple honestly.
    We're gonna get in there now with a technician,
    maybe one of the sales team members,
    even myself, and we're gonna start to
    tag your equipment, we're gonna get
    to know your equipment.
    Now it could be one location,
    it could be six locations, it all depends.
    And sometimes this coincides with Plan Maintenance,
    so we might have to really get in
    to assess, as far as diagnosing any repairs
    that may need to be done, but that's
    a case by case situation.
    Either way, we want that equipment tagged
    and we want to know models and serials.
    We want to know what you have,
    we want to build equipment lists,
    so we can then begin to report it
    and track it and understand all the things
    as we go along lifetime of that equipment,
    when it's time to say "Hey, stop repairing it,
    "it's time to replace it."
    So these are really important things
    that we need to do to onboard a key account,
    because again, they're looking at us for everything,
    they're looking at us to be their backbone
    in times of need, when emergencies arise,
    and the more information that we're gonna
    have the better, so tagging that equipment,
    assessing it, making sure we know
    what's what and what's where.
    Number Three ladies and gentlemen is
    once you get to know your key account
    as we do, we'll get to know you guys,
    listen, that doesn't happen over night,
    keep in mind, this is a six month to a year thing.
    We really need to get in there and
    start servicing the equipment to know
    what's critical and what's not.
    And then what we do, we start to compile go boxes
    and we will have go boxes here,
    we will also have go boxes on vans,
    because we all want to get the ultimate
    first visit fix.
    And we begin to put all the critical parts,
    things that are gonna cause downtime.
    So we're gonna get their temp controls,
    we're gonna get certain kinds of certain motors,
    you got filter dryers, you got different
    things that you're gonna need to
    make sure that the equipment that
    you're working on is not down.
    That's the whole key right?
    So we want to make sure that we put
    critical parts in the box, not things
    that are maybe cosmetic, only critical things.
    We can always come back with those cosmetic parts.
    So that's what we do over time.
    We're gonna compile these go boxes
    for all your locations, and these
    are also available here in the warehouse.
    Should we run out of stock, we
    need to replenish the box fast enough,
    we have parts runners, we can get those
    out to you, because it's all about time and money.
    So Number Three is a big one.
    This is actually, really, probably
    the most important to the customer for downtime.
    Is knowing the equipment, knowing the parts
    and stocking the parts, big one.
    Number Four.
    So this is another important one,
    especially for us internally.
    Making sure that our team knows who the key accounts are.
    So we need to sit down and have a meeting
    and go over all of the equipment lists,
    all of the necessary action items
    that we took back from the initial
    assessment in the meeting, to make
    sure that service and dispatch and parts
    all know when you call on your key account,
    (snaps)
    we move.
    That's the way it works, so that is
    super crucial that we communicate internally.
    Number Four, big one, communication internally
    to make sure they know who you are.
    And last but certainly not least, Number Five.
    As everything comes full circle
    back down to the media room for this
    most important one that not everybody gets.
    Number Five, onboarding a new key account,
    access to me.
    You get my personal cell phone,
    my personal email, my home address,
    my social security numb... well maybe not all that,
    but you get access to me, which is really
    important because there's gonna come a time
    where you just are desperate for
    something to happen and not that my team
    isn't gonna take care of you,
    but it's one of those things where you'd
    rather just talk to the head than the feet
    kind of thing, that old saying, so it's important.
    It's important that you know me
    one on one, that you have my information
    and know that I'm gonna be there for you,
    so for us when we're onboarding key accounts,
    my contact info is super important at the end
    with that handshake, with that hug
    because we just became best friends.
    And having that access 24/7, you can
    call me any day, any time, I'm always available.
    Oh sorry, I got a message, key account.
    I'll get back to them right after if finish this with you.
    Number Five, access to me, and
    access to my personal phone so I
    can be there for you when you need me.
    And this company can be there for you
    when you need it.
    And that's it, Top Five things
    to onboard a new key account.
    And that's what we're all about here, key accounts.
    So become loyal, it doesn't matter if
    you have 10 locations or one,
    it's about being loyal and being a key account.
    So I urge you all to become a key account in your market.
    I talk about it all the time, and that's it.
    We're gonna take this video down,
    another Top Five, whew, we're moving
    through the year very quickly,
    it's already May, so listen, you gotta
    hit the like, subscribe and share,
    we're getting ready to take on Chicago NRA,
    big things are happening.
    Right now as you're watching this,
    we're actually in Ohio at the CFESA Region 5 Meeting.
    So shout out to my people at CFESA and Region 5.
    My region.
    Go with the like, subscribe and share.
    On to the next, see you on this video.
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