Does creating a window into an organization's operations really help elevate customers' appreciation? There is understandable doubt and uncertainty for companies when it comes to revealing a deep level of their operations as well as a fear it might dampen existing efficiencies. But when customers are kept in the dark, they are less likely to appreciate the hard work going on behind the scenes and more likely to make unrealistic demands. Untangling the barriers that separate customers from work processes can actually promote greater loyalty and satisfaction.
Every customer understands that products are not made in a vacuum, and there is a specific process in place before goods and services arrive on their loading docks. But, in the data center realm, many customers have unique needs that require products, such as rack power distribution units (PDUs), to be customized to fit ever-changing needs. Minor changes do not need anything more than a revised mechanical drawing and are quickly approved by the customer for production. However, major changes involve serious redesigns that often require working closely with customers on more complicated drawings, nonfunctional mechanical equipment, and even functional engineering samples — working closely with customers at this level also promotes innovation and creativity. Through the customization process, it is not uncommon for customers to feel they may have innovated something new and take ownership of the product by labeling it with their company name. Elevating the customer’s involvement to this level of operational transparency increases their confidence in the product and the company while solidifying deeper loyalty.