How long have you been with Caster Connection?
Eric Hassen: 2 years and counting, since June 7th, 2013.
What do you enjoy most about Caster Connection?
Eric Hassen: It’s a small business, so my input [as a team member] is heard, and it’s like working with your buddies. It’s not necessarily a job per se. It’s fun to be a part of this, and I can actually make a difference in people’s lives, because I can see the results and I actually hear the feedback on [my work] – compared to a lot of companies that I’ve worked for.
What sets Caster Connection apart from other caster suppliers?
Eric Hassen: Customer service and great products. Our products are really good and the customer service that we give our clients is what really sets us apart because we do a lot of things that other companies do not do. That’s why a lot of our clients stay with us and that’s how we earn a lot of transitional clients.
We set expectations and we meet them; we don’t lie. Basically, we do what we say we are going to do, which is sometimes a novel concept in our industry.
What kind of problems do you have to solve as a solutions representative?
Eric Hassen: Ergonomic problems, durability problems, a multitude of problems. It’s not just caster problems. It’s like playing Tetris with material-handling equipment.
How do you evaluate a clients'/prospects' needs?
Eric Hassen: By listening intently. Find out what their problem is and provide a solution to their problem. Give clients what they actually need and not what we think they need [before doing research] or what they think they need, which is a huge difference.
What’s your philosophy on serving clients'/prospects'?
Eric Hassen: If I don’t do it, somebody else is going to do it. You’ve got to outwork the competition because someone out there, 24/7, is trying to get what you have. “Work like there is someone working 24 hours a day to take it all away from you”; I think Mark Cuban said that. That’s a pretty good philosophy to live by. Someone is always trying to beat you.
Which item from Caster Connection’s product line is your favorite and why?
Eric Hassen: I like the CC Apex with the CC Peak eMF raceway with the built-in brake, because I was involved in the design of that. It took many, many months of working with our end-user to develop it. Once it was finally completed, it became a fantastic solution. It helped cement us with clients and it’s been a great product so far. The end-users absolutely love it. We have a ton of great products but that’s probably my favorite.
The CC Apex and eMF is applicable anywhere involving a tugger that is being towed in a train that is 4 to 5 or 6 dollies long. When it comes to the assembly line, it can also be manually pushed. So with this product, you get the benefits of a towable caster but also an extremely ergonomic caster. It’s the best of both worlds in 1 product, and it provides noise reduction.
What do you consider the most crucial part of your job?
Eric Hassen: Customer service because, if we don’t keep our clients happy they’re going to go somewhere else.
Why should people trust you for their caster and wheel needs?
Eric Hassen: Because I say what I say I’m going to do. I’m honest, trustworthy, and hardworking. Basically every cliché you can think of. You’ve just got to see it to believe it.