Mouser Leaders Share Their Favorite Customer Success Stories

­­­

(Source: Dusit/Shutterstock.com)

Published August 27, 2021

Mouser Electronics Technical Content Team  | Estimated reading time: 4 minutes

Mouser Electronics’ Americas Customer Service and Sales Vice President Coby Kleinjan and Customer Development Director Chris Elwell recently shared some of their favorite customer stories. Read on to discover their favorites, why they resonate, and what they reveal about the changing role of electronics distributors. Common themes include customer-focused collaboration, innovative problem-solving, and long-term partnerships.

“Some of my favorite stories occurred during the COVID-19 pandemic, where we had an opportunity to support customers who were closely involved in developing, testing, and storing vaccines and related equipment. We had a couple of customers who were creating devices to keep the vaccine cool during distribution to vaccination sites. This was especially memorable because we could really see the human dynamic and were part of something really critical going on in the world. That’s really satisfying.

“Yet it’s equally satisfying when it’s 7:30 a.m. and a customer’s wife calls and says that her husband is trying to find a fan for their refrigerator and that he needs ‘’this one.’’ It was particularly satisfying to receive a note from them saying: ‘‘We called Mouser, there was a person with a name on the other end, and we couldn’t believe we received such great customer service. Calling with a small home-related component need and being treated like you’re calling from a major automaker or rocket-design company is amazing.’’

“Our customers range from large original equipment manufacturers to small electronic manufacturing services to individuals looking to repair their dishwasher. I think a lot of buyers come to Mouser with preconceived ideas of what distributors do and do not do. We encourage customers to browse our website, and they realize we can help with so much more than they initially thought. Some of our most successful customers are ones who are curious to discover better ways of solving problems and challenges. Customers who look for different ways of doing things are most successful—both in their projects and in getting the most out of working with Mouser.”

“My favorite stories are ones where we’re not working in silos—where we’re talking to the engineer, working with a manufacturer, and helping plan, prepare, and organize design projects. It’s very satisfying when we all work together that way. I think everyone is satisfied when customers use us as a competitive advantage.

“When a customer contacts us and says, ‘We’ve worked with Mouser occasionally, really like the way you do business, and really like the way you’ve met our needs. But we have some other things we’d like you to help with …’ After discussing their needs and finding the right solutions, we often hear feedback like, ‘We thought you were a small distributor that only did this or that. Wish we would have called you years ago.’ And we go from there to help customers do just about anything. I love when people trust us and pass our name along to others so we can help with their needs, too.

“The customer relationship turns to one of partnership when customers begin asking questions like, ‘What can I do more of?’ ‘Is there a better way to do this?’ and similar. These communications become disruptors in that they help customers think differently and find more efficient and effective solutions in their designs. Disruptions can be small—like customers and customer service representatives asking the right questions at the right times—or they can be big like a global pandemic. No matter how big or small, these disruptions are very important in helping customers find the best solutions.”

“We spend all day predicting what we think customers are going to need and doing what we can to make sure we have what they need and deliver it at the right time. Mouser has a smart, savvy team that does a great job with this. We hit our stride, though, when we have the opportunity to understand customer needs, help them solve problems, and build meaningful relationships.”

–Coby Kleinjan