The challenges of Covid-19 have driven tremendous innovation and caused companies to re-evaluate their selling propositions.
Sydney’s Hyworth Forklifts took a good look at how they were servicing their customers, and their refocus has been a game-changer, not just for their business but for customers too.
GM Jonathan Polyblank says 2020’s rebrand to Hyworth Forklifts (formerly Aussie Forklift Hire) presented an opportunity to redirect the way the company solves their customers’ challenges.
“Though we’ve been in the business as a forklift provider since 2006, all of a sudden things changed, and we identified a concerning trend in the industry. Forklift dealers are not taking the time that’s needed to understand their customers, their unique work situations and the challenges they face when hiring a forklift.”
Polyblank explains that the massive demand for FMCGs plus unprecedented supply chain challenges during the pandemic, coupled with an already surging shift towards online shopping triggered a need to manage the movement of goods more efficiently.
“Our customers’ forklift requirements quickly became more complex than ever before,” Polyblank says. “We identified a need to provide onsite consultations and tailored equipment recommendations to meet the individual requirements of our customers.”
Hyworth Forklifts’ consultants take the time to inspect and assess their customers’ warehousing environments before providing tailored recommendations.
“We go out on site and we tackle our customers’ problems head-on. We speak their language, in terms they understand,” says Polyblank.
Further differentiating themselves from the pack, the company offers a one-of-a-kind guarantee on all hire equipment, providing expert breakdown support within four business hours for its hire customers. In addition, if the team is unable to repair the equipment within 48 hours, they promise to replace the forklift at no additional cost to the customer.
“We called the team at Hyworth Forklifts with a mechanical issue with one of our hire forklifts. In what felt like minutes, a friendly team member had met us on site, repaired the forklift, and had us back up and running in no time.” Carny McKenna, Relax For Life.
“Our customers simply can’t afford the downtime,” Polyblank explains. “For them, this kind of peace of mind is priceless. Moving forward, pandemic or no pandemic, our service guarantee and our onsite evaluations are here to stay.”
To learn more about how Hyworth Forklifts can help your business, visit their website or give the team a call on 1300 HYWORTH (1300 499 678)