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Whitney & Son Enhances Customer Service With New Team

Thu January 12, 2006 - Northeast Edition
Kate Zanoni

Over the past few years, it has become increasingly apparent that the demand from contractors, aggregate producers and recyclers for excellence in product support is on the rise.

Whitney & Son’s sales management team, which consists of Dan Whitney, Whitney & Son’s president; Rich Crozier; Jason Whitney; and Charlie Jones have been particularly attuned to this trend.

Whitney & Son Inc., located in Fitchburg, MA, is the Metso Minerals distributor for the New England area (excluding mobile screeners). In addition, the company offers a complete line of systems and supplies for the aggregate, asphalt and recycling industries.

Both (Dan) Whitney and Crozier know that purchasing the finest crushing equipment available on the market is important, but they also know that an equipment distributor’s support for that machine and the customer’s business after the sale is even more crucial.

The sales representatives in the field are certainly a front line for getting product into the producers’ hands. However, getting to every customer’s facility and addressing specific needs is a daunting task.

Due to its ever-increasing customer base, Whitney & Son explored ways to augment its already good service by looking at ways to build upon its strengths and resources on the inside.

To achieve this goal, Whitney & Son developed a team of professionals called the “Inside Sales Department” to tend to customers’ needs.

Crozier, the department’s sales manager, heads the new team.

“We have made every effort to identify every current and potential customer of Whitney & Son in the New England market,” said Crozier. “Each one of these businesses is assigned to one of our inside sales representatives.”

For example, if a current customer needs help with a Metso crusher, Whitney & Son’s inside sales representative is responsible for the following:

• Understanding the customer’s specific applications for the machine,

• Getting to know the customer and how the equipment is being used, and

• Identifying other ancillary products that the company has available that the customer may need down the road (such as screens and conveyors).

“This inside support salesperson becomes that customer’s contact for whatever he needs within our organization,” said Crozier. “Parts, service, advice — whatever it is that the customer needs — he will always know where to start within the Whitney & Son organization.

“A challenging aspect of our industry is that, though our customers face similar circumstances their applications are very unique,” added Crozier.

Although it is nearly impossible for Whitney’s inside representatives to know all the unique applications for each individual customer, one of the responsibilities of Whitney’s inside sales representatives is to familiarize themselves with and understand these applications so that those needs are properly addressed when the customer needs product support.

“For the aggregate producer/recycler who is not currently a Whitney & Son customer, the approach for the inside sales rep is a little different,” said Crozier. “In this case, our inside sales rep needs to let the potential customer know about the wide variety of equipment and supplies available at Whitney besides Metso products.

“Whitney & Son has one of the largest inventory of support products, such as screens, replacement cones, magnesium, crusher parts, conveyors, belting, belt scrapers, idlers and just about anything that a producer may need,” said Crozier. “In most cases, we have it available in sizes and models to meet nearly any equipment manufacturer’s specifications.

“This program was implemented in October [2005] and already we are getting some very strong, positive feedback,” said Crozier. “A couple dozen customers have taken the time out of their busy schedule to contact us and let us know how much they appreciate the increased communication and support that they are experiencing.”

About Whitney & Son

Whitney & Son Inc.’s sales support department is made up of five individuals: Rich Crozier, inside sales manager; Tracy Coulter; Jim Robichaud; Marie LeBlanc; and Chris Salafia.

Each of these representatives have been thoroughly trained to understand the workings of the Metso Minerals line of aggregate products and all other support products available through Whitney & Son. Their job is to get to know the customer’s needs and provide the right product and service as efficiently as possible. CEG

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