Are you an existing customer or follower of Melink? I’m guessing the answer is “yes” if you’re reading this, so what all falls under the “Melink” umbrella? If you’re in the Cincinnati, OH region perhaps we’re best known for our super-green energy efficient HQ building, with a second on the way, or Steve Melink’s advocacy in the region surrounding energy efficiency and sustainability. Those things help to show who we are as a company, however it isn’t always clear in what we do as a business to support this mission of changing the world one building at time.
To help illustrate the portfolio of offerings at Melink, pretend for a moment you own a hotel, restaurant or operate an entity involving a commercial kitchen facility. Prior to leaving for work in the morning you utilize your smartphone to check if your building is healthy for your employees and customers by swiping open your PositiV app to check the latest building health makers of indoor CO2, temperature, humidity and building pressure. You notice that your building pressure has been trending in the negative for the past week and notify your Melink Test & Balance account manager that you’d like an investigative visit to determine the root cause and corrective measures prior to big event coming up. You meet your Melink field-technician onsite who identifies the outside air damper on your RTU has been locked shut and there’s an insufficient amount of fresh outside air being supplied to your building. This negative air pressure situation would have been substantially worse, however you have a self-learning adaptive control system that adjust the kitchen exhaust fan speeds in accordance with the cooking loads in real time. Your Intelli-Hood control system automatically turns itself on in case the prep crew starts cooking without the fans and will preemptively warn your team if there’s an issue with the exhaust fan to mitigate risk from fire.
Knowing your building is back to optimal conditions you head to the back office to review your utility bill statements and prepare payments. You’re sure there’s a billing error, however you remember this past month your new rooftop mounted solar system has been installed and commissioned resulting in 40% decline in your electrical bill. Your gas bill for operations in the winter time has never been much of a concern since your buildings geothermal HVAC system is utilizing the ground underneath your parking lot as natural heat sink rather than using gas to boil water for your HVAC units. In addition, you have a waste water reclamation system to extract the heat in the water being dumped in the sewer to preheat your domestic hot water tank.
Welcome to the Melink umbrella. While not all customers have the potential to benefit from the full suite of our offerings, these complementary business units make us a stronger partner for our customers as they invest in business growth in a responsible, sustainable manner.
being the new battlefield, companies are changing their approach, offerings, and business practices. Sales teams are working harder to learn their customers and their customer’s business, so they can create the “wow”. Hotel managers, restaurant chains, and even doctors’ offices are focused on creating an experience that knocks their customers socks off, instead of just standard practices.
What happens if you fail to provide a positive customer experience? According to a recent study, 67% of customers mention bad experiences as a reason for churn and only 1 in 26 unhappy customers complain. That means companies not focused on the customer experience will lose customers well after it’s too late! Most of this is the result of what I refer to as “sales autopilot”. When you’re there trying to make it look like your product is perfect for them, without the data, you end up losing trust with them. Trust, brand and customer experience are all built on honesty. And honesty is knowing when your product won’t be a perfect fit for everyone. Therefore it’s so important to stop selling and start solving!