The COVID-19 outbreak has shown us just how quickly life can change. Businesses everywhere have had to temporarily close their doors, sending employees home either on unpaid leave or to telecommute. We sat down with Polycor’s Senior VP of Sales, Alexandra Niedbalski, to discuss how the company has been coping with the various changes induced by the pandemic.
Q: Since the coronavirus pandemic, what has been the biggest impact on the way the Residential sales team works at Polycor?
A: The biggest impact has been on the way we respond and provide support to our team members and customers. For a sales team that is used to the bustling, lively lifestyle of being on the road and meeting with clients, the sudden change to working from home has been a challenge. We have had to change the way we do business and continue to develop customer relationships through digital proximity while still remaining available for our customers.
Q: What are the main elements that you keep in mind in order to maintain your team’s focus?
A: One of the first elements is to listen—really listen—to our customer’s needs. This time has been difficult and frustrating for everyone. It’s normal to see clients’ priorities shift as they face new and unexpected challenges. Our job is to identify their new objectives and key results in order to better prioritize their needs. As our clients adjust to the situation, it is important that we focus on ways that we can create value for them. Our biggest asset is our locally sourced, sustainable natural stones. Since we control the entirety of our supply chain, our customers can rest assured that the products they receive are of the highest quality and remain free of chemicals, dyes and other harmful toxins. Also, as our stones don’t need to be imported from overseas, we can quickly supply customers with the products that they need so that project timelines can continue on target.
Q: In these unusual times, how has your team innovated to offset the effects of the pandemic on your business?
A: Our entire team has been so responsive, professional and proactive during this crisis. They have continued producing outputs through both sales activity, bottom-line results and have also developed some innovative tools that we will be able to use even after the COVID crisis is over. We created video-capsules to present and promote residential products, held webinars and video conference calls with architects and designers as well as existing customers such as stone distributors, hosted virtual “BYOB” Happy Hours, and obtained extensive LEED certification.
Q: Overall, what opportunities have this experience provided your team in the long run?
A: We have been very fortunate in having this time to rethink our business, find new ways to innovate, and new opportunities where we can bring value to our customers. Adjusting our messaging and keeping open lines of communication with clients in an almost “business-as-usual” way, has allowed us to continue achieving success throughout this health crisis. I believe our industry will remember the resilience and commitment of the Polycor team for a long time. It has been noticed and I am very proud to be part of the Polycor Family.
If you would like to see some of the projects on which the Residential Sales team have been working, we invite you to take a look at our portfolio of inspiring residential projects here.
