Throughout the COVID-19 pandemic, a top priority for Speed Queen has been keeping in touch with both its retail partners and customers, marketing and sales state manager, Mark Stathakis told Appliance Retailer in a recent video interview.
“We work with retailers and end customers and we are fortunate as a pro-forma brand we have all of our customer’s details so during this time, we have kept in touch with them through emails and phone calls, just to make sure they are doing okay,” he said.
“I think people appreciate the warm connection, not just product related communication. When we have reached out to them, we have received many responses, whether it’s just how much they love our product or picking up things that we need to correct, perhaps in the installation process.”
For retail partners, the focus has been on putting information at their fingertips by tweaking the Speed Queen website with quick access to price lists and more than anything, just being available for them, Stathakis said.
“If someone calls, we answer the phone and will sort anything out promptly. I believe they appreciate that they can contact us at any time with any problems they may have.
“So, for us it has just been a time for making sure that we stay connected on social media, email and phone and make sure that our team understands that the quick connection and quick reaction is good.”
On a final note, he added: “We are extremely lucky and humbled that our industry has not been affected as much as others. We have been able to provide consistent service and sales support during this time with minimal interruptions, apart from not seeing our retail network face-to-face.
“With our manufacturing in the US, our supply line has been good, and we hope this continues. Our hearts go out to those who are struggling at this time, but we will get through this. Focus on the good, although it’s hard to be positive at times, let’s push ourselves, avoid the distractions and the rest will come into line.”
Appliance Retailer caught up with Mark via Zoom to receive this commentary. Watch our interview here.