What keeps a customer loyal to a business? What has them coming back for repeat purchases? But most importantly, what turns a customer into your biggest brand ambassador, where they tell everyone about how amazing your company is? Marketers and businesses all around, have been trying to unlock the secret to that formula for years. So how does one maintain strong client relationships and build brand loyalty?
At DCM Inc. we truly value our customers. In fact, we have customers that have been with us for over 17 years – the first year our founder created the company. At our core, we truly believe that investing in personal relationships over time, has been a part of the reasons why our clients stay loyal.
How we maintain our strong customer relationships and build brand loyalty
We listen to our customers
When Darrell Sr. our founder, retired from his Executive Management Career, a huge percentage of his staff at his previous job wanted to come with him. Why? Because Darrell’s leadership and management strengths came from a deep desire to serve and truly listen and support his staff.
They in turn gave him the encouragement and support to follow his love of engineering. He acquired a paper to CAD conversion service business and started Drawing Conversion Management, DCM Inc.
Those listening skills translated to the client-side and have been an integral part of the company since day 1. Our Drawing Specialists always listen to our customers and potential clients. We ask questions about their concerns, their worries, their biggest struggles.
Pay attention to the customers needs
Every customer has different needs and there is no one size fits approach to what they need help with. We customize programs and solutions tailor-made to their drawing issues. Whether a customer has 10 engineering drawings they need help with or one hundred thousand drawings, every customer gets the hands-on treatment.
In fact, the paper to CAD to conversion service that we later named redraw, stemmed from Darrell Sr’s listening to his initial clients’ frustrations where they could not find the correct drawing. This frustration came up repeatedly in conversations, and he sought out a way to build a hands-on solution to solve this problem for them.
To this day, that thought process continues as DCM Inc. grew bigger. Our client care team regularly checks in with our customers across the country, to make sure everything is going well. We want to know what’s going well, if something is wrong, or if there are any changes we can help with.
Earning Trust
Most people don’t give engineering drawings a second thought until they need them. Then when they can’t find the right one, it’s usually a mad panic, especially if there is an emergency. This is where DCM comes in.
When we do a hands-on audit, we really get into all of the drawings at a facility. Then we carefully extract those drawings, and we take them to our facility to get them pared down and digitized. Some are over 100 years old and in extremely delicate condition. Oftentimes they are that facilities only copy.
Imagine handing over your building history. That takes a lot of trust in the company that cares for them. We make it a point to ensure the well-being of those drawings and care for them as if they were our own. Even our Co-CEO Darryl Jr. goes to many of these production audits to help retrieve the drawings. It’s all hands on deck to ensure they are cared for.
“We have to continually earn the right to lead our business.”
– Darryl Mitchell Jr.
Exceed Expectations
Many would say it’s the small-town roots. The ones where you know your neighbour and support your local business. We took that same feeling and ensured all our customers feel like they are our neighbours right next door.
For example, after we either pick up or receive a shipment of drawings to digitize, it’s not unusual that mid-way through the digitizing process, our production team would get an emergency request for a drawing needed by a facility manager.
Our team is well known to be able to not only continue the job of digitizing but will stay the extra time to help find the correct paper drawing for our customers. No easy feat when you’re looking at crates with up to 25,000 drawings per shipment.
There’s a reason we’re called the Drawing Specialists. The way we audit, organize and maintain drawings, follows through from the time we get the drawings, the way we process the drawings, and all the way until the drawing gets into our engineering drawing management software, echo.
Looking ahead
DCM Inc. has grown substantially in the last couple of years, and we have no plans to stop. If anything, our desire to build strong relationships with our clients has increased. We have invested in new technology, enhanced our software program echo, and have branched out our communications online. Come say hello to us anytime across social media, whether it’s LinkedIn, Twitter or Facebook, we are there to connect with you.
Our staff is growing every month and counting because the demand to go digital has never been higher. We cannot wait to help you with your paper or digital chaos.