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Nähe statt Ferndiagnosen

Proximity Instead of Remote Diagnosis

Why trust and presence determine sustainable success

Global organizations today face more complex challenges than ever before. Conversations with colleagues over the past few weeks, as well as discussions at the China Forum in Nuremberg, confirmed one thing again: The tensions between headquarters and international subsidiaries are nothing new – but they have intensified.

Despite modern communication technologies, global reporting structures, and standardized processes, the same patterns keep repeating.

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After Sales im Maschinenbau

After Sales in the Machinery Industry – How Should This Function Really Be Operated?

After sales should be run as if your business depended on it.

At first glance, this statement may sound provocative – but it touches on a core issue. In many mechanical engineering companies, after sales is still viewed as a downstream support function. Yet this is precisely where a significant lever for differentiation, customer loyalty, and sustainable growth lies.

Imagine after sales as an independent business unit that must compete in the market with its own portfolio of services, profitability targets, and customer orientation. This perspective fundamentally changes how organizations think about structures, processes, and priorities.

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Thomas Willemsen - Internationalen After Sales kalibrieren

Recalibrating International After Sales – Why an External Perspective is Critical Today

At first glance, many international after-sales structures appear stable – and in many cases, they truly are. However, this apparent stability harbors a risk that should not be underestimated. Structures that have grown over many years, function reliably, and are generally profitable are rarely questioned fundamentally. Processes, customer interfaces, and international agent and subsidiary networks often run on autopilot. Day-to-day operations dominate, while active shaping, critical reflection, and continuous development increasingly take a back seat.

Especially in after sales – a business area characterized by strong customer loyalty and a significant contribution to overall results – valuable efficiency and growth potential often remains untapped.

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Flagge China - Deutschland. Beitragsbild News

Chinese Companies on Their Way to Europe – Who Has Realistic Chances of Success?

My most recent trip to China once again provided deep insights into the internationalization strategies of Chinese companies. What stood out in particular were two clearly distinct groups, each approaching their planned expansion into Europe with very different expectations and mindsets.

For many Chinese companies, Europe is an attractive target market: economically strong, technologically demanding, and characterized by high purchasing power. At the same time, it is a market with complex structures, pronounced cultural differences, and high expectations – especially in terms of service, quality, and reliability.

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Pricing im After Sales

Pricing in After Sales for the Machinery Industry – Challenges, Trends, and ProvenPaths to Success

In recent years, I have supported numerous mechanical engineering companies – often during phases of declining order ntake and growing market uncertainty. This picture is also reflected in the current PwC Machinery Industry Barometer: the industry is facing a persistently challenging market environment that is already having a noticeable impact on many companies.

While revenues in the new machinery business are stagnating or declining, after-sales revenues are also beginning to decrease with a certain time lag. One key reason is the lower utilization of machines at end customers, which reduces demand for spare parts and services. However, this is only one aspect of a far more complex market environment.

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Thomas Willemsen im Flugzeug auf dem Weg nach China

Six Weeks in China – Impressions, Encounters, and the Power of Genuine Relationships

After many years of regular travel to Asia, I am once again drawn to Shanghai- just in time for the Chinese New Year and he start of the Year of the Snake. This time, my trip to China spans several weeks, with the goal of reconnecting with familiar contacts, gaining new perspectives, and further expanding my network. On my last trip, the planned five weeks turned into ten – let’s see where this journey will lead.

The flight itself was a first: traveling internationally with China Eastern Airlines for the first time. Shorter flight time, good value for money – a solid start before heading into inspiring encounters on the ground.

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Amazing how quickly time passes

In February 2019, the idea of the collaboration and the path to self-employment was born at a dinner. With a clear focus, but the supporting complementary topics not neglecting.

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Use potentials and opportunities in after-sales

Where does your company stand today in terms of after-sales?
For a little more than 1.5 years now I have been working as an independent consultant and interim manager in mechanical engineering. The fee that customers paid for my services, with an average mandate length of 2-6 months, was usually recovered within 2-5 months. This corresponds to an ROI of 2-5 months. When was the last time you achieved a comparable ROI with your investments?

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What does mechanical engineering have in common with big game hunting?

Curious what After Sales has to do with it?

Some truths are uncomfortable because they contradict the self-image. A large number of machine builders are still convinced that they make the most money from tailor-made machines. This is usually wrong, because these machines cause a lot of effort in the engineering department and the entire manufacturing.
Mechanical engineers achieve the highest margins with what appears to be a small side business: After Sales.

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Expediting

Professional support

In the case of expediting, we take care of the deadline monitoring and regular quality control for our customers until the final acceptance of the order. We support in communication, help with conflict resolution and find solutions together with our clients. Our team of experienced specialists can draw on many years of experience, particularly in mechanical engineering.

As a buyer, you have to rely 100% on the statements of the seller. In many cases, however, the overseas buyer has no possibility, at least not without great effort, to visit the supplier at short notice.

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