When you buy highly technical products, you’re looking first for product performance and durability and then at considerations like cost, delivery times and location.
But you know this isn’t all that’s needed for the ultimate success of your highly customized, time-consuming and expensive projects.
Beyond the technical
Other less-quantifiable factors count heavily toward a project’s success. These include:
- Teamwork, collaboration, trust and respect
- An attitude that puts your needs first and foremost
- Confidence that you are being heard and understood
- Clear and realistic expectations
- Follow-through on promises
- Instant communication, transparency and an honest discussion of solutions when the unexpected occurs
Most companies know that keeping their customers satisfied is important, but do they invest in it by putting in the extra effort required? Are their promises truly backed by action? For us at The Switch, customer satisfaction is our primary focus. We work at it every day in multiple ways and at all levels. It’s not rocket science – it’s just common sense. We take the time to ask ourselves what we would expect if we were the customer. And because we’re a small, agile company without a complex hierarchy, you get quick responses and flexibility.
You can count on us.
Promises kept
At The Switch, we base our promises on detailed project preparation according to your specifications. This includes all technical requirements, scheduling, risk management and quality and environmental considerations. We listen carefully and discuss all the parameters and expectations so that we set realistic schedules together.
No wishful thinking. No bland assurances.
Prompt, clear communication
Once the project is underway, we focus on proactive and open communication. We’ve found that small daily adjustments move things forward more effectively than less frequent recalibrations. So from the shop floor to upper management, we practice Daily Management, a system that keeps all relevant internal parties informed of daily progress. This means we can move proactively before issues grow large – and react quickly when things don’t go as planned. As the customer, you are also kept up to date about progress.
No excuses. No delays.
Professionalism
Professionalism is the sum of many factors, not just mastery of a specific technical area.
It includes:
- Competency
- Consistency
- Accountability
- Responsibility
No shifting of responsibilities to others. No evading the facts.
Personal advocate
Once you give your project the go-ahead, a customer project manager becomes your liaison at The Switchfrom the start of the delivery phase to its finish. This person is your advocate and communication link within The Switch. You can expect a listening ear and a strong focus on meeting your unique needs and concerns.
The delivery phase includes many practical discussions at every stage. Unfortunately, things don’t always go smoothly. When issues arise, you can expect proactive communication, highly adept problem-solving and a learning-oriented attitude.
Call us to discuss your next project!
Director, Customer Projects
Sami Kontio
Sami Kontio is the Director of Customer Projects at The Switch, where he oversees delivery projects across both of the company’s key product lines: Electrical Machines and Power Electronics. With a strong background in industrial manufacturing, manufacturing development and quality management, he brings extensive hands-on experience in leading technical teams and driving complex projects to successful completion. Sami holds a B.Sc. in Mechanical Engineering from South Carelia Polytechnic in Lappeenranta. Outside of work – and after his family, of course – Sami stays active with martial arts, mountain biking, gym training, and slalom skiing. He is also passionate about fishing, spending time in nature, reading, music and voluntary national defense.