In this issue of the key person of influence (KPI) interview we catch up with senior sales director, Sherwin Williams Automotive Finishes, Keith Malik to discuss challenges and opportunities; a return to ‘normality’; and ask what has been learnt during an unprecedented period.
Q: What are the challenges facing your business right now, and how are you working to overcome them?
A: COVID-19 continues to have an impact on the automotive industry and our customers, and at Sherwin-Williams, our efforts are focused on the health and safety of our employees and customers as well as ensuring they can come out of this pandemic in a strong place.
While physical support has been a challenge, a key focal point for our commercial and technical teams has been to deliver virtual support to our customers, continuing to service them so their businesses can operate as best as possible during this time.
Q: What has been your biggest business learning from the coronavirus pandemic?
A: We have remained true to our Sherwin-Williams DNA, staying close to our customers, listening to their needs and working with them to support positive decision making to help them stay safe and secure.
Q: As we go to a “new normal” what are you looking forward to returning to and practices you will keep?
A: The future remains somewhat uncertain. Physical contact and face-to-face communication is something that helps to develop and strengthen relationships with people, so we will work together with our customers to employ safe practices that enable face-to-face interaction where possible.
Our learning on utilising digital and virtual tools to foster relationships has taught us that there are more efficient ways of working and how we can support our customers without physically being present. Moving forward, we foresee this blended approach with both ways of working will prevail.
Q: If you could go back to the beginning of 2020, what piece of advice would you give to yourself?
A: Don’t underestimate communication and the relationships that thrive on this, we need to remain true to our DNA and above all keep our promise regardless of the challenges ahead.
