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Gas Turbines After-sales and Pricing

Gas turbine engines were substantially developed in the first half of the twentieth century and are now employed in various applications. They have transformed the electrical power production sector since their introduction in the 1930s. They are widely utilized in maritime propulsion and several big land vehicle applications, and they are used for most military and commercial airplanes. They’re also widely employed in utility-scale and smaller power plants to generate electricity. The recent availability of low-cost natural gas as a fuel ( costs of natural gas may fluctuate), as well as the benefits of comparatively quick and easy start-up and shut-down (in comparison to a large Rankine cycle facility), has increased the number of gas turbine machines used in the electrical generation industry to meet both baseload and demand spikes. A gas turbine engine is connected to a generator. The exhaust heat from the turbine is used as the primary heat source for a Rankine cycle with a second generator in one typical design. The combined cycle plants’ overall efficiency might be very high. In reality, mixed cycle power systems are the most efficient heat engines, and single-cycle competitors are projected to be phased out in the next years. This is because of the thermal efficiencies that have been discovered.

Any service offered after a customer must have bought a product is regarded as after-sales service. A manufacturer, a retailer, a training provider, or a third-party customer service may provide after-sales assistance. Support for training, warranty service, or upgrades and repairs are typical examples of after-sales service. After-sales service is sometimes included in a company’s marketing plan. In addition, some customers may be attracted to a company’s products because of its after-sales support, such as Siemens Energy AG / Power Systems Ansaldo Energia S.p.A., Rolls-Royce Power Systems AG – RR, Marine P – RR Aero GE Power, OJSC Power Machines, JSC United Engine Corporation, Pratt & Whitney Canada, Plant Alstom SA, MTU Aero Engines AG.

Further Explaining the Concept of After-Sale Services

After-sales support ensures that customers receive as much usage and value from product purchases made. This could include existing feature training and teaching on new applications. The case for after-sales service is that it helps increase sales and improve brand loyalty; happy customers are more likely to become repeat clients. Great after-sales support also influences a firm’s reputation, giving it a good one. Conversely, bad after-sales service can prohibit businesses from obtaining high levels of customer satisfaction and, as a result, growth.

What Is the Importance of After-sales in The Gas Turbines Industry?

Every Gas Turbines industry understands that the most valuable customers are repeat customers. They are not only loyal clients who are inclined to suggest your services to others, but they are also happy customers. In other words, they become brand ambassadors for your company, providing crucial word-of-mouth advertising. Aside from providing a good product, one of the most important ways to cultivate client pleasure and loyalty is through after-sales care, which builds social proof. With your after-sales services, you will enhance the bond between your company and its clients.

The promise of excellent after-sales support by gas turbine industries can also motivate potential customers investigating your organization, providing an incentive for them to choose your firm over the competitors. In addition, because customers equate concierge-style service with high-end turbine services, you may discover that providing exceptional after-sales services permits these gas turbine industries to charge higher prices by adding value and enhancing your company’s reputation.

The most successful gas turbine industries offer high-quality products and high-quality services. So naturally, customers will be dissatisfied if you offer one but not the other. After all, even the best items are worthless if your customers don’t understand how to use them or don’t receive prompt assistance when something goes wrong.

Maintaining A Good After-Sales Support

Every gas turbine industry is expected to withhold a good after-sale service to thrive with it. Maintaining a good after-sales service involves doing the following:

Expressing gratitude to your customers as soon as possible after they make a purchase

Suppose a customer has just completed a purchase. In that case, they deserve to be thanked, whether through an automated email or a thank you note attached to the invoice (particularly if it’s handwritten). You enhance your customer’s experience and demonstrate that he made the right decision by doing business with you. Furthermore, by providing the name of a person to contact in the event of a question, you reassure the customer that your organization is doing everything possible to assist them.

After 1-2 weeks, contact your customer.

It’s a good idea to contact your customer one or two weeks after the purchase to see if they are content, have decent service, and have any questions. This communication is merely a show of interest, not an attempt to sell them something else. The main objective is determining how much he appreciates the goods or services sold to him.

Continue to communicate

You can keep in touch with your client by sending an e-newsletter to keep them informed about issues that concern them or by providing information in the form of articles, videos, guides, and webinars to assist them with their needs. Maintaining communication will demonstrate your professionalism and knowledge. In addition, they will be far less inclined to go elsewhere if you provide them with all of the information they require.

Suggest a second sale

It’s time to make another sale now that your customer has put their trust in you. Offering them a new service, product, or something connected to a past purchase is a good way to start.

Make a Request for Recommendations

There’s no reason not to recommend you if your client likes you. Customers that are pleased with your services or products will be willing to assist you in marketing them to others. Their opinion will be taken into account more than a commercial.

Newsletters and email marketing are two ways to deliver after-sales services to your clients on the internet. You can follow up with your customers with an automatic series of customized emails, giving you the best chance to keep them and earn further sales.

Strategy for the Best After-Sales Services in gas-turbines-after-sales-pricing

Even after the sale, salespeople must maintain contact with their clients. Therefore, you should never disregard their calls. Once in a while, call them to exchange pleasantries.

Could you give them the help they require? Assist them with installing, maintaining, or operating a specific product. For example, salespeople must guarantee that Windows is installed and customers can access the internet without issue when selling laptops. Similarly, companies selling mobile sim cards must ensure that the number is activated when the buyer submits the required paperwork.

Any product that is found to be broken or damaged must be exchanged right away by the salesperson. Customers should not be harassed. Instead, pay attention to their complaints and make them feel at ease.

Create an area on your company’s website where clients can submit their grievances. Every business should offer a toll-free number where clients may call and talk about their problems. Customer care representatives should respond to customer inquiries as soon as possible. The issues must be rectified right away.

Customers should provide feedback on your products and services. Feedback enables an organization to have a deeper understanding of its customers and to make the necessary changes to improve customer satisfaction.

Customers should be asked to sign an Annual Maintenance Contract (AMC) with your company. AMC is a contract between a company and a client in which the company commits to deliver after-sales services to the second party for a set period at a low cost.

The exchange policies must be clear and, in the customer’s, best interests. The customer who comes in for an exchange should be treated the same way he was treated the first time. Speak with him carefully and advise him on the best course of action.

Which Is More Important: The Service or The Product in gas-turbines-after-sales ?

Assume your old phone has broken down, and you now require a replacement. You want to spoil yourself by purchasing the most recent model of a well-known brand. So, you don’t mind spending a lot of money on it, and you gladly purchase it.

Then, a few days later, you realize you’re unfamiliar with several functions and require additional assistance from the supplier.

However, no one responds to your emails. Likewise, nobody is answering the phone.

Would this have an impact on your buying decisions?

Would you stick with your former mobile phone carrier if you knew they provided excellent customer care 7 days a week or 24 hours a day?

Customers have long expected service providers to be available when they need them, in addition to receiving items of comparable quality. If you’re great at what you indulge in, you should be the one to tell your customers they can rely on you. However, be certain you do it before they even consider contacting you. You’re not on the right track if you make customers choose between a decent product and a good after-sales service.

Customers are interested in good items, but after-sales service keeps them loyal.

It’s risky to offer a terrific product that isn’t backed up with at least adequate service. On the one hand, if you don’t care about your customers’ experiences, you’ll almost certainly lose them. And if you don’t handle your clients’ after-sale needs, you’re potentially jeopardizing your brand’s future.

After-sale assistance and support is simply onboarding assistance, advice on using your product, letting new customers know you’re available to proficient answers to questions, and reaching out to check if they’re satisfied with their purchase are all examples of after-sales service.

How intensive are the aftersales for the Gas Turbines industry?

After-sales service is a critical component of the Gas Turbines Industry, but it’s often overlooked.

When a Gas Turbines firm is looking to expand, it’s common for them to focus more on potential customers because of the more obvious opportunities are. On the other hand, new and existing customers are just as important – if not more so – for the long-term health of your company. The intensity of after-sales service in the Gas Turbine Industry dictates the following:

Increased customer satisfaction

Taking excellent care of your customers after making a purchase ensures that they’re happy with their purchase.

Increased customer retention

customers are less likely to shop elsewhere for their next purchase if they believe they can trust your company to deliver high-quality products and a positive customer experience.

Referrals

clients who are pleased with your after-sales service are likely to tell their peers about it. This type of marketing is almost priceless.

Pairing items and services

You can use your after-sales service to provide additional products or services that complement what the customer just bought, such as running gear to complement their new running shoes.

Upselling

Discovering additional items or services that will improve your customer’s experience, like offering them an extended warranty – provides a beneficial experience for your customers while also increasing earnings for your company.

Promoting new products and services

When you launch a new product or service, your existing customers should be the first to know. Let them be aware of the latest offering, and they can spread the word to their networks, and your after-sales service can become a pre-sales process.

Customer loyalty programs

According to GetFeedback’s 2022 State of CX Report, customer loyalty is the number one initiative for CX executives. Client loyalty programs are a great approach to delivering after-sales care while increasing customer retention and loyalty.

The Best After-Sales Support Services Gas Turbines Firms Can Offer

There are several after-sales support services available in the industry. However, the services enumerated below are some of the best as they have proven to retain clients:

Including a warranty with your product that offers value

Although warranties are a common and expected method of retaining customers’ trust, many businesses overlook their warranties’ quality and true worth.

Due to excessively rigid and restricted warranty regulations. This leads to disappointment, which leads to losses in the long run. Offering a warranty isn’t adequate in terms of practicality. While you do it, your customers should benefit from it when they have difficulties.

Using live chat as an after-sales support system for client care.

Offering proactive help to engage customers on time is a key aspect of providing pleasant customer service. You should not merely wait for customers to offer comments about their experience, whether they are delighted with your product or not. As a result, live chat for sales can significantly impact your client communication, particularly if your employees are knowledgeable, kind, and pleasant.

If you use a live chat platform that allows you to save purchasers’ accounts and purchase histories, you can contact them as soon as the order arrives to see if everything is in order or offer more assistance.

Social media pages and messaging apps are two other quick ways to contact customers when you need to hear from them but use them sparingly to avoid annoying your loyal customers.

Providing fantastic customer loyalty programs.

You may believe that loyalty programs are purely promotional. They can, however, be a great value-added after-sales activity, particularly if you want to build a bond with your prospects and encourage them to stick with you.

Your customers will appreciate your loyalty program, whether it is based on discounts, exclusive vouchers, gifts, or other types of benefits. There’s nothing like providing high-quality products as well as some awesome surprise gifts to keep customers excited about your brand.

Use surveys to get feedback from customers.

Instead of waiting for customers to leave reviews on your website or a review site, reach out to them ahead of time and send them a survey to find out what they think.

Sending a Customer Satisfaction Score (CSAT) survey at key touchpoints is one of the most common ways to collect after-sales feedback.

You can gather feedback on the purchasing process by delivering the survey right after completing their transaction to ensure no checkout errors.

Sending a survey after the customer has had time to utilize the goods or set up the service, usually a few days to a few weeks after the purchase, can help you figure out how glad they are with purchases they make while using it.

If a customer contacts customer service, you can follow up with a survey to learn how your service staff performed.

Customer feedback forms, such as pop-up surveys, can be incorporated into your website to allow customers to provide feedback even if you haven’t given them a survey. Because you never know when they’ll want or need to contact you, feedback forms allow customers to do so at their leisure.

Customer satisfaction surveys are an excellent approach to better understanding your customers. You’ll never know what your customers think unless you ask them directly, and feedback surveys are the simplest way to learn what they like, dislike, and desire in future products or services.

They can also be utilized to boost customer loyalty and experience. For example, customer surveys may identify and fix pain areas in the customer journey that negatively affect your CX. You may also utilize surveys to learn what motivates your most loyal customers to stay with you and what motivates your least loyal customers to go.

As appropriate, provide user training.

When appropriate, user training can be an effective after-sales service plan. Your end customers may benefit from user training if your product is difficult to set up or operate, has a lot of complexities, or has several underutilized capabilities.

You can give user training through self-serve tutorials on your website, webinars that instruct users on advanced processes or features, an automated onboarding guide, or other training techniques that are appropriate for your product and users.

User training not only makes your end-users feel supported but also helps them get the most out of your product and experience that value sooner. As a result, they’re more likely to be loyal and profitable. It can also assist you in lowering client turnover rates.

Provide refunds or replacements

It is not a pleasant customer experience when a customer acquires a product or service that is defective, broken, or just not what was advertised. But if they discover they can’t return or swap the thing and are stuck with it, a bad experience becomes a very bad one.

An important after-sales service approach is to provide customers with a limited term in which they can return a product for a refund or replacement. As a result, customers may buy with confidence from your company, knowing that they won’t be trapped with a product that doesn’t meet their expectations. It also shows them that you stand behind your work.

If you provide a service, a limited money-back guarantee is also beneficial – clients can request a refund if they are unhappy within 30 days, for example. In addition, they’ll be more likely to buy from you for the first time if they know you’re so confident in what you have to offer that you’ll refund their money if they’re not satisfied.

Key Contact

Baydhir Badjoko, CEO The Consultants bvba

+ 32 3 297 55 78 | badjoko@theconsultants.eu