We asked Louise Broo Pihlgren, Product owner at Justr, to share some of her learnings from talking to customers looking for specialised machines and attachments.
What do your personally enjoy most when you talk to customers?
Getting the richness of someone’s story, not just vague needs but actual experience, the context, the emotions. It’s a big difference hearing on a generalised level what a group of people need, but really feeling it is what makes it so powerful for me.
One thing that stood out to me is that some of the smaller companies in the industry can be both competitors and friends. They compete for business, but they also inspire and support each other. I love that they can be both competitors and friends. There’s something really nice about that sense of community.
Getting the richness of someone’s story, not just vague needs but actual experience, the context, the emotions.
What have you learned from talking to customers who are looking to buy a specialised machine or attachments?
There is such a big difference between different customers. Some work in a niched industry and for them specialised machines are just the regular machines they always buy. They know all the details, all the important aspects. Then there are the customers who are buying their first specialised machine, maybe trying out a new way to do something. They are in a completely different situation. They don’t have the contacts and the knowledge. They may not even know what they looks for exactly, and that makes it quite challenging to find what they need.
What do buyers usually need to know before they feel confident choosing a machine?
It really comes down to what extra functionality do I get for the added price. A machine might seem like it could solve my problems but they need to have enough information to know that it will do what they need at their specific job site. And of course, if it breaks down – how and when do I get service? Are there spare parts redily available?
Thank you Louise for your insigths, the team would not be the same without you.