The success of a product depends on the after-sales service the dealer provides.

This is why Genavco ensures a high spare-parts availability (as high as 90 per cent for some agencies), with stocks maintained worth around Dh22 million ($5.99 million).
“We are committed to customer service and continuously try not only to meet but also exceed our customers’ expectations,’’ says Walid K Ismail, parts manager. “This is one reason parts availability for our main products is 90 per cent to support our customers’ needs in the UAE. This ensures the minimum downtime and enables our customers to keep plant and machinery operating and productive.”
Commenting on the market, Ismail says: “Business has been very good during the past few years, especially exports. We are exporting parts to Europe and Africa, besides some other Middle East countries. Our sales increased 12 per cent last year, and exports have increased by 30 per cent.”
Ismail attributes the department’s success to a combination of a good facility, latest computer technology and highly-skilled employees as well as a commitment to stock 100 per cent genuine zero-defect parts, sourced directly from the principals.
“Focusing on customers’ needs as our top priority, we continuously work with our suppliers on improving our service by bringing the latest in computer software, electronic parts cataloguing, improved delivery and competitive prices,” he says. “Human resources are the true key to success of any business. We have total staff strength of 60, 35 of whom are dedicated for stores. We continue to invest in our employees, making them the best-trained workers in the business.”
Recognising the importance of its employees’ contribution to the success of Genavco’s parts business, the company offers classroom seminars and staff undergo intense on-the-job training in learning all phases of the parts business - from operating forklifts to total familiarisation with equipment, vehicles and diesel engines.
“We are proud of the service our employees provide in order to keep customers satisfied always,” he concludes.