Volvo Maskin Service sells construction equipment all over Norway and it is a wholly owned subsidiary of Volvo Construction Equipment. As far as Jon Vislie and his colleagues are concerned, their work does not end when a machine is sold. It is at that point that their involvement actually begins.
“It’s our job to live with our customers and their business. When they buy a machine, they have to be able to rely on us to provide the service they need,” he says and gives an example.
“If a customer calls and asks for help, we don’t say ‘Sorry, we can’t do that tomorrow, but we could do it the day after tomorrow?’. Our answer is ‘No problem, we’ll fix it the day after tomorrow’. Can you hear the difference? It’s a question of attitude and of never starting with the word ‘can’t.”