The Road to 100% Customer Sat
After experiencing tremendous growth in 2021 — a considerable achievement given that growth in metal tank manufacturing was expected to be 4.3% annually over the five years to 2021 (IBISWorld July 2021) — Newberry Tanks and Equipment faced a challenge: continuing to provide our award-winning level of personal service during this explosive growth.
How did Newberry attack this challenge? We listened to customers. And then doubled-down on our commitment to customer satisfaction with strategic implementation of customer-centric programs, key technology, and the Entrepreneurial Operating System (EOS).
1. Create Customer-centric Programs
Communication is a critical component in the steel tank industry. Construction schedules change frequently depending on weather, subcontractors, and material availability. The delivery of steel tanks requires time and financial investments for cranes, inspectors, work crews, and proper permits. A lack of communication in this process, no matter how small, can add up to significant time and money lost.
Customers say it best:
“I’ve been talking to Newberry’s customer service ever since my rep closed the deal. And Trevor and Nancy are phenomenal. If my customer has a question, I call them, and they get back to me in 15 or 20 minutes. With other companies I sometimes wait hours.”– Major Fluid Storage and Handling Solutions Provider
Newberry’s unique Preferred Customer Program (PCP) supports customer satisfaction by eliminating delivery guesswork. Jointly planning demand with Newberry results in:
- Order fulfillment/delivery in 24-48 hours versus weeks and months
- Immediate replenishments by maintaining an agreed upon min/max level of stock on-hand
- Locked-in, competitive pricing
- Regular Stock Reports, providing customer insights of dedicated inventory
“Response time in getting them built was excellent during the pandemic. Everybody was way out there, and Newberry really put themselves on the map being responsive to customer demands during a tough time.”– Large Convenience Store Chain
2. Put Technology to Work
Customer satisfaction is all about the customer experience. Newberry utilizes technology to aid the process:
- Online Customer Portal – Offers one-click access to personalized favorites list and order tracking via a customized dashboard.
- Salesforce CRM integrated with Sage ERP – Provides transparency on orders, customer interactions, and delivery. Now customer service, sales, and production have the same information to answer customers immediately.
“We get a personal call from their sales rep once a quarter and nobody else is doing that or they are rarely. They are courting us!”– Owner, Equipment Company
3. Implement the Entrepreneurial Operating System (EOS)
Newberry’s first EOS corporate “Rock” aimed to facilitate communication with the “Tank Tracker” three-call order process. A Newberry Order Administrator calls a customer three times during the order and manufacturing process, ensuring order accuracy and on-time delivery. Customer service call volume has been reduced by 90% while maintaining the personal touch and resulting customer satisfaction.
100% Very Satisfied
Newberry continues to listen. And we like what we hear. In our 2021 Customer Survey, commitment to quality was mentioned most as Newberry’s defining strength. An astounding 100% of our customers surveyed in 2021 reported being “Very Satisfied” with Newberry, up from 79% in 2018. And 64% of customers, when asked unaided for advice, gave Newberry a huge compliment “keep doing what you are doing.”
Achievement in Customer Satisfaction
Newberry Tanks Wins Gold at the American Business Awards for Third Straight Year
West Memphis, AR, May 3, 2022 – Newberry Tanks & Equipment, LLC, a leading manufacturer of oil and petroleum steel tanks and equipment, announced that the company is the recipient of two Gold Stevie® awards from the 2022 American Business Awards®. Honors for Newberry Tanks include:
- GOLD for Achievement in Customer Satisfaction
- GOLD for Company of the Year – Metals and Mining
More than 3,700 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories at the American Business Awards and more than 240 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.
Achievement in Customer Satisfaction
The ABA judges recognized Newberry’s exemplary commitment to their customers. After experiencing tremendous growth in 2021, Newberry overcame the challenge of providing their award-winning level of customer service on a now larger scale. Through strategic implementation of the Entrepreneurial Operating System (EOS), key technology, and the development of customer-centric order and delivery systems, Newberry is committed to and delivered customer satisfaction. An astounding 100% of Newberry customers surveyed in 2021 reported being “Very Satisfied” with Newberry, up from 79% in 2018.
“Process improvement, significantly faster turnaround times and making the client relationship a partnership by planning together and creating a personal touch is a big differentiator.”
“This is a story of customer understanding driving success.”
Company of the Year – Metals and Mining
The ABA also recognized Newberry Tanks’ achievement in the face of crippled supply chains, labor shortages, rising steel prices, and transportation delays. Instead of bending, the company placed significant investment in their workforce, facilities, technology, and new programs, paving the way to become an industry-leading steel tank manufacturer. Newberry’s welder turnover rate remained extremely low, and the company implemented a “Tank Tracker” process to give customers ultimate flexibility in the order process and delivery. In Newberry’s 2021 customer survey, commitment was mentioned as Newberry’s defining strength.
“Newberry has had significant growth and maintenance during such a traumatic time for the US especially within the supply chain.”
“The company has implemented best-in-class project and manufacturing processes and adopted an unconventional approach for maintaining and retaining welding talent.”
Newberry Tanks President and COO, Matt Kohnke, commented, “Thank you to the judges at the American Business Awards, our clients, and most of all, the team at Newberry. It is especially gratifying for the company to be recognized for our hard work in customer satisfaction.”
About Newberry Tanks & Equipment, LLC For more than 90 years, award-winning Newberry Tanks & Equipment has been manufacturing quality aboveground and underground steel tanks for the American supply chain and every branch of the U.S. military. The “think tank” of oil and petroleum storage, Newberry Tanks is intent on innovation: offering tanks on demand, dedicated customer service, turnkey solutions, and the fastest delivery in the country.
About the American Business Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.