Customer success is what drives a company forward. Without it, an organization can only stand still. Our distribution development manager of Industrial Sales, Bill Pacey, shares his Volvo Penta story of why customer success is so important to him. He is one of the many examples of People Powering Volvo Penta.
Throughout his 12 years here, customer success has been one of his many priorities. Both dealer business and Volvo Penta business benefit from this mutual relationship, so Pacey believes that being action-based is what gives the Volvo Penta name its positive reputation.
“Without our customers succeeding, there is no possibility of us succeeding,” Pacey said.
He began working as the National Sales Manager - Parts Business at Volvo Penta by selling parts to the Industrial and Marine segments. That experience of dedicating his focus to customers’ needs provided him with the opportunity to transition into an OEM sales manager, then to a distribution development manager for the Industrial segment.
What inspires you to come to work each day?
“I want to give customers what they need from Volvo Penta, whether that’s training or getting a machine up and running. If I can play a part in putting the two entities together, I’ve had a great day. It’s really encouraging to see new partners coming on board and progress to being a fully trained and reliable entity that we can count on.
I’m also inspired to make sure Volvo Penta has a fully competent dealer organization on all levels of our business. It is something I continually strive for.”
Which one of the Volvo Group values resonates with you most and why?
“Customer success – without our customers succeeding, there is no possibility of us succeeding. We want to help them be as strong as possible, because the stronger they are, the more they can help us in time of need. The commitment to the customer doesn’t stop when you walk out of the office at the end of the day. One example that comes to mind was when a top industrial customer needed parts and a technician right away; I helped to coordinate this after hours and we had a tech on-site first thing the next morning and the machine was up and running by noon. This is the type of thing that makes you feel like you’re making an impact.”
Tell us something about yourself that colleagues may not know or might find interesting.
“Many of my colleagues know I’m a boater, but they may not know that I used to be a captain. I am a fisherman, owning more than four dozen fishing rods. I’ve been fishing since age three and was also a commercial waterman for five years. The one incredibly satisfying thing I have done is introducing this passion to my 12-year-old daughter and 16-year-old son. I grew up fishing with my dad, and now I get to pass it down to the next generation.
We’re also a dirt bike riding and racing family. We’ve been racing in the woods for as long as I’ve worked at Volvo Penta and now, I get to cheer on my children as they take part in the sport. I’ve seen them progress from complete inexperience to racing faster than I can!”