1 Has Everglo reached the end of the line in terms of its quality of service strategy? Everglo Battery, the premier battery manufacturer and service provider in South Africa, looked back on the development of its marketing strategy in four stages. Each had been signalled by advancing the concepts of what is meant by ‘quality of service’. Stage 1 had been the basic product: a sealed lead-acid battery for use in mining applications.

Batteries were regarded by customers as a mature product and as a ‘grudge buy’. Each year, the basic product was under heavy downward price pressure. Stage 2 had been the industry reaction to customer service: the addition of warranty replacement of defective products, of quality assurance (QA) audits of a supplier’s design and manufacturing processes, and of parts and service provision.

Stage 3 had recognised the need to go much further in terms of customer service. A whole raft of additional services had been conceived with a view to adding value.

Breakdowns were fixed at short notice by means of field service engineers. Everglo products could now be delivered and installed at customer premises. Price lists were simplified by including peripheral equipment, such as contactors, that had to be added to a battery rack in order to make it work. Advice and tips were added to help customers warm to Everglo products. In a proactive move, Everglo introduced charts and advice about the application of battery products in general, and the resulting tables became an industry standard. Parts and service in the field were upgraded to a ’24-

hour, no-nonsense back-up service’. And customer training built on Everglo’s position as an industry leader. Rather than sales seminars, Everglo’s were customer training seminars, where the company spoke on behalf of the industry rather than as a supplier.