I became as excited as a little school boy and knocked on the door to be let in. “Hello. I notice that test instrument there. Is that an Instron? I work for Instron! How are things working? Any questions that I can answer?!” The technicians in the room were pleasantly surprised and said that everything was working well. One hesitantly mentioned that he had an issue but quickly backed off. I encouraged him to follow up and it turned out to be a simple change in the software set-up (I could not help telling them that I was the Product Manager for the software). We chatted a bit about the test being run (shear test on a dental implant) and I took a picture (above) before I left. So everyone was happy – except for my son whom I forgot about and left at the door for twenty minutes (who promptly told his mommy when we got home).
One of my periodic reality checks is to ask myself: “If I left Instron (my company) and became a prospect, would I buy from Instron versus a competitor - knowing all that I know?” The answer has always been affirmative. I know that we make the finest hardware and software, are very conservative with our specifications, sweat the details, spend the effort to ensure safety and quality, have a very knowledgeable and honest sales/service group, and will bend over backwards to satisfy a customer. I was proud to introduce myself to the good folks at Tufts, knowing that they have one of the best test systems in the world (so they were highly unlikely to physically attack me or share the latest swear words).
A prospect once smiled at me at the end of a software demonstration and asked, “You really do love your product, don’t you?” My reply was “Yes!” If you don’t believe in your product(s), your company, then why should your Sales, Service, or customers?
It’s a great feeling to believe in and love your company, products, colleagues, and customers. Just don’t forget about your little boy if he was with you.