The Next Step
In getting to know their customer base, Rudd and Laman have assessed the area’s needs and decided to add a third mower line. They thought carefully about how adding the line would not only attract more customers with a wider product offering, but help their existing customer base.
“We strive to make the best decisions we can for our business and try to look at every aspect of how it might affect our business,” says Laman. “We continually try to see ourselves from the viewpoint of our customers so that we may change accordingly for the better.”
Adding Toro will make them the first dealer of the line in their area and give them the opportunity to extend specialized service and parts inventory to existing Toro owners.
“We are pleased to be a reliable source and a reputable service facility for Toro machines,” explains Laman. “There has been a lack of service facilities in our area for the Toro line which has left a large number of Toro customers without an option for maintenance of their machines. We will now be able to provide them with the complete service package we offer our other customers with manufacturer replacement parts availability and factory-authorized, trained service technicians.”
With the addition of the line, it is anticipated there will be additional demand in the service department as well. To prepare themselves for an increase in workload, they are working with staff to find ways to improve efficiency. Investments will be made in the service department and overall facility.
“We are working on expanding our service department to accommodate for additional techs, expanding our warehouse and outdoor storage facilities, re-organizing our parts department for quicker parts access, and cleaning everything we can reach,” shares Laman. “Everyone is very helpful in suggesting different ways we can improve our efficiency to make everyone’s job a little easier.”
Rudd and Laman’s achievements and plans for the future have been made possible through maintaining Bob’s vision for what superb customer service really is.
“Customer service was always at the top of my dad’s list, followed closely by the best possible quality and value for the dollar,” says Laman. “We have always shared that perspective. I continue to manage the ins and outs of daily business with the thought that this is a reflection on me, and I strive to make everything the best I can. By the same token, I am continually looking for different viewpoints that I may have missed that can better everyone’s experience here at C&L Mower.”