When, Robert Lee, our Head of Sales Africa, sees a refrigerated truck carrying maxwell+spark technology pass him on the road, he remembers when it was still only a conversation with a customer: “You remember when you engaged in that sale, and how now there’s this piece of equipment out there, performing for the customer, performing for the environment. And it’s gone from conversation to a realised tangible output.”
For Rob, that journey from conversation to something tangible is one of the most rewarding parts of working in Sales. He is also very clear that getting the product onto the vehicle or site is only half the work.
A customer may trust the person sitting across the table from them, but trust in the product, the company and the support behind it has to be earned over time. Building trust is easy when everything goes according to plan, but Rob believes some of the most important conversations happen when there is a problem and the customer needs answers.
“Our approach is always to go there prepared, but also to go there to listen. You’ve been called to a meeting for a reason, and you might think you’ve got all the facts, but maybe you don’t. A big part is being accountable and being present throughout the process, and not only when there is another sale to be made.”
At one busy South African site, a new forklift fleet recently encountered issues during peak operations. While the final solution was still being worked through, the customer remained confident and happy because the m+s After Sales team responded quickly, communicated openly and found an interim solution to keep the fleet moving.
For Rob, the real measure of a relationship is not simply whether the customer signs the order, but how they feel three or four years later: Are they still happy? Do they feel supported? Would they recommend us?
Rob joined maxwell+spark in 2020. Since then, he has led a growing Sales team, turning customer conversations into lithium-ion systems operating across forklift and refrigerated transport fleets throughout South Africa.
“At the end of the day, it’s all about relationships. It’s about spending time with customers, even when they’re upset with you. Trust is earned. You build it, you maintain it, but you have to be accountable, communicate well and work on those relationships.”
This is the first in our series introducing the people behind the m+s Sales team: the people who understand our customers’ operations, stand behind the technology and remain part of the journey long after that first conversation.