The past 20 months of COVID-19 pandemic have presented their challenges for our Victorian Field Applications team, but Kinder Australia’s dynamic duo, Tim Storer and Peter Laskey, have stepped up to continue to provide solutions for their bulk handling customers.
For both Tim and Peter, perfecting delegation skills and getting used to both virtual and physical meetings with restrictions, has been crucial to keep communication lines open with customers.
“My travel within Victoria has not been as impacted as other states with border closures” says Tim “There have been a few that have been abiding to a No Visitor policy, and that has been difficult. Email campaigns and online follow-ups have been key to avoid being out of sight, out of mind.”
Tim especially has a flair for creativity and has a knack of keeping engagement and morale levels high with his exuberant personality and delivery. He enjoys hosting demonstration webinars for both customers and as staff training, keeping information technically informative, but cutting to the chase with the key information expressed to viewers with ease. He always prompts for questions people may have and encourages two-way communication.
“It is vital that we stay connected with both staff and customers” says Tim “It ensures we can progress, support and learn.”
Tim has an eye for design, problem-solving and detail. He is skilled with both photography and videography – snapping photos of Kinder’s products in action on site, providing marketing material and a look into Kinder solutions in motion.
“Photos from our field team are invaluable” says Marketing Manager, Christine Kinder “We are able to get a proper glimpse into our products at work, comparing before and after implementing improvements on site.”
Kinder’s YouTube channel is populated with many of Tim’s compilations that he has meticulously created with his video-making ability. A recent one featured the K-Superline® Engineered Polyurethane where he outlined Kinder’s custom water-cutting capabilities with clever use of macro, fast-motion and stop motion videography to showcase the product’s properties and assembly.
For Peter Laskey, the pandemic has meant a little more sedentary work than he would like, but he is thankful for the site visits he does get to perform with Kinder’s authorised to work status during 2020 and 2021 lockdowns.
“Challenges for my customers have varied” he says, “Kinder’s Victorian customers have continued to work in a very smart and safe way. There have been subtle changes in work practices to keep the sites operating, and safe.”
Like Tim, Peter believes that communication has been key to keep the wheels turning (or the rollers rolling!) during these unprecedented times.
“We have communicated to our customers to reassure them that we are operating at full capacity, even at our home base” says Peter “There is always the ability for us to solve issues with the assistance of video-call platforms, phone and email.”
Customers are drawn to Peter’s genuine and personable demeanour and trust his expertise when it comes to solutions for their site. With a background in construction work, Peter has the experience and know-how when it comes to product knowledge. Solutions driven – Peter’s role focuses on improving site equipment utilising the wide range of technology Kinder offers to the industry.
“We’re mainly looking at situations at the transfer sites with skirting issues – if they’ve got spillage there. We also help with belt tracking as well” he says, “I started at Kinder in 2011 as a warehouse supervisor and that’s where I gained a lot of product knowledge.”
For Tim, Peter, and the rest of the Sales and Engineering team at Kinder it is all about communication. Open and honest communication is paramount for people to trust you and the business – and “trusted quality” has been the crux of Kinder’s vision and values for 35 years.
Neil Kinder CEO agrees that building trust with customers allows the true site productivity issues to rise to the surface. It becomes win-win for both supplier and customer to develop the products that the industry needs.
“When learning your industry, you need to understand the main issues that are being faced by your customers. What problems are they wanting to solve? This will enable you to focus on the right products – tackling dust and noise are prime example of this.”
Moving forward into 2022, Kinder will continue to explore tactics to better communicate with customers and build relationships so that when site visits can more readily occur, the team will be equipped with innovative components to improve performance, safety and productivity.