It is just good common sense to make customers happy – and Essner’s Proactive Program Management expectations are how we assure that happens.
Being proactive is the key to success in many aspects. An effective Program Manager is the voice of the customer to the rest of the shop, to make sure that the customer’s requirements are properly carried out; they are also the voice of Essner back to the customer, to ensure that the customer is not surprised, and develops the level of trust you deserve.
At Essner, our Program Management team operates with several clear mandates. We commit to:
- Proactive Communication of Status to Customers. Proactive, again, is the key. One of Essner’s Operating Values is to think ‘three chess moves ahead’ making sure that we can answer your question before you may even think to answer it!
- 2 Hour Response Time to Questions. When a customer has a need, they deserve quick action and response – our fast paced production systems demand it! We commit to getting back with an answer ASAP – no later than 2 hours, with either the answer or the plan to get it back to you, so that you’re not left wondering what in the world is going on.
- Honest and Complete Information. One thing we all hate is surprises; we need to know what’s going on, whether it’s good news or bad news – even the bad news helps us all adapt our tactics and plan ahead. Essner commits to relaying all the news you need to effectively run your shop, whether it is good or bad.
- Awareness and Concern for Customer Relationship. Finally, we need to build trust. Most of our products are under Long Term Partnership agreements, and those are most effectively carried out when trust exists. The PM’s role is to speak for Essner to the Customer, and to speak to the Customer for Essner – this is a sacred relationship that must be cared for and nurtured to keep us all successful