---
title: You know your customers want more – but what exactly?
description: Understanding what customers want and what they expect from a dealer, can help provide the insights needed to deliver a fully integrated solution offering.
---
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# You know your customers want more – but what exactly?
[Services](https://www.thermokingnews.com/tk-stayfresh-blog/tag/services), [DOTF](https://www.thermokingnews.com/tk-stayfresh-blog/tag/dotf), [Market Stories](https://www.thermokingnews.com/tk-stayfresh-blog/tag/market-stories)
Customers are becoming more demanding – their requirements **more complex, more comprehensive**. Put simply, they expect more.
In part this is due to their world becoming more complex:
- **More technology choices** are available to them than ever before
- The regulations they need to meet are **constantly shifting**
- The internal resources they have available are also subject to **on-going change**
What do customers expect? And what does this **mean for your business**? Let’s take a brief look.
## Real understanding of your customers
First and foremost, a client wants the **confidence and reassurance** that you ‘get them’ as a business, their unique requirements, and that you understand the ‘why’ behind the ‘what’ they’re asking for.
Such insights help build **long-term trust**.
The challenge of course is that the transport refrigeration industry (including your competitors) is getting better as a whole in **meeting this need**:
- **Body builders** increasingly offer integrated solutions
- **Chassis OEMs** are having a bigger say in the customer buying process
Try to rely on your knowledge and relationship to start the conversation, and offer your tailored advice.
## Tailored advice
That said, what customers (typically) value above all else are **insights into their specific situation**. Think of
- Regulations specific to their industry or area of operation
- Operational concerns in specific industries (e.g. pharma)
- Their customers’ expectations and how to meet them
Such conversations quickly place the spotlight on the **cargo being carried**, the delivery routes and methods (long haul, urban distribution etc.), and the **types of vehicle being used**.
To know these factors in detail, what they mean in terms of options, and to offer tailored advice, is the ideal way to actually **shape customer expectations** – and to demonstrate subject matter expertise.
## A variety of services
As previously stated, clients come to you in need of a fix – and that the **scale and scope** of their demands are growing in complexity.
- For some, they want vehicle maintenance **performed on-premise**
- Others are looking to **buy or rent [a complete insulated vehicle](https://www.thermokingnews.com/tk-stayfresh-blog/sorhofroid-offers-complete-insulated-vehicles)** for a fixed price
- There is also demand for a **broader range of services** around and beyond the reefer
Such examples help take you into the world of ‘value adding extras’.
## Added value
Providing a more integrated solution gives you the capabilities to **inspire deeper customer connections**. It also enables you to offer a ‘one-stop-shop’ where value is placed at the center of everything you do, which in turn leads to a **variety of cross- and up-sell opportunities**.
Value-adds that help ensure:
- **An improved sales process** – from installation and box painting, to financing, buy-back, and renting options
- **Comprehensive maintenance and repair** – including fleet servicing and mobile services
- **Control and performance improvements** – with fleet monitoring, preventative repair & maintenance, customer profiling etc.
- **The sharing of general advice and expertise** – to include fleet consulting and customer training
Then when you get into the detail, there are the host of [options and accessories](http://europe.thermoking.com/accessories/) that can be added into the mix to help with **fleet performance and protecting cargo**.
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[ 19 May 2021 3 sustainable cold chain trends that impact your customer’s sales decisions Market Stories, Sustainability, Advancer, Electrification](https://www.thermokingnews.com/tk-stayfresh-blog/3-sustainable-cold-chain-trends-that-impact-sales) [ 18 May 2021 3 trends that will impact the cold chain in the 2020s and their sales opportunities Thermo King Insights, Sustainability, Telematics](https://www.thermokingnews.com/tk-stayfresh-blog/3-trends-that-will-impact-the-cold-chain-in-the-2020s-and-their-sales-opportunities) [ 17 May 2021 Yali & Allayyan Trading Co.: success story during the ongoing health crisis Best practices, Services, Dealer inspiration](https://www.thermokingnews.com/tk-stayfresh-blog/yali-allayyan-trading-co.-success-story-during-the-ongoing-health-crisis)
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