In the context of a Romanian company and a law firm that hold a high commitment to client satisfaction, the interests of both parties find relevance in the way they conduct business and how they perceive the importance of quality. SC FABRICA DE BUCȘE SRL is a Romanian private limited liability company that manufactures mild steel and stainless steel products that serve industries ranging from glass processing, construction, steel, telecommunications to automotive. The company was established in 2002 in Ploiesti by young businessmen who wanted to deliver the highest quality of products and services on the market.
With an experience of over 15 years in manufacturing special products, the company’s achievement is reflected in its competitive market position, the quality of the products delivered and the benefits of close collaboration with the customers which helped the company grow organically. The main products of the company are produced on demand, depending on the client’s request, starting with the project drafting, product testing and prototype delivery, if applicable.
With an employee base of over 45 people, the company delivers its services and products to its partners which include well-known brands like Saint-Gobain, Baumer, Schneider Electric, Romcab and many others. When it comes to the activity of a law firm, many clients expect from their legal counsel the same things that the customers of a company expect from that business. In manufacturing, the client wants the highest quality of services and products, a deadline that the producer must comply with and adherence to the requirements sought by the customer. In the same way, when consulting with a law firm, the client will want the same level of quality, the fast response within certain deadlines, the solution to his problem and the positive recommendation of the attorney on the court. When hiring a law firm or a company, the client seeks the same quality standards, which can be useful for finding the common ground between the company and this law firm.
Along with the development of the company, SC FABRICA DE BUCȘE SRL faced the challenge of making investment decisions related to the acquisition of new technology and equipment, development of some products or developing a new line of products. After a period of years in which the field of activity has increased its competitiveness, the company began to acquire new equipment, attract new investment funds for the development of new technologies and re-train the employees to keep pace with the demands of its clients. The strategy pursued by the company was that by keeping the satisfaction of its current clients through the continual improvement of its products and services, new clients would appear, given the strong position of the company on the Romanian market. The outcome of this strategy was the development of some old products produced in collaboration with other companies, such as the spherical balls used in water fittings and which are currently purchased from the company by Saint-Gobain.
As the company conquered the Romanian market, it began exporting its products and offering its services on the international market, targeting countries such as Greece, Turkey, Slovenia and the Czech Republic. The company’s management declared that to achieve its goals, the most important element to focus on at all stages is the negotiation of a partnership with the customer. According to the company’s chief financial officer: «Without the negotiation of a partnership, the services or products that we deliver to our clients will be just what the market offers. Only by treating our clients as partners, we can identify their needs and bring them solutions and products that meet those needs».
The trust of the customers in the company has encouraged it to expand toward Europe, to anticipate its clients’ needs and to deliver products and services that can successfully compete on the international market. Analyzing these two cases, we can identify the common elements in a company’s approach to customer satisfaction and service, and in the approach of a law firm in respect of his clients. In both cases, the professional will have the following objectives: The way the two industries can collaborate is based on mutual trust. In the case of companies active in a field, a key element that ensures the success of the company will be the relationship with the clients. The client’s perception of the company as a reliable partner will encourage him to make further investments, to increase the volume of deliveries or to rely on the company for more complex projects. In the case of the law firm, the client’s trust in that lawyer will be the reason why the customer will seek legal assistance or consultancy in the future, in the situation of the occurrence of a similar event for which he sought legal assistance or for that type of service.
By establishing a relationship of partnership and collaboration with the client, both the company and the law firm can anticipate their needs and can provide a quality services and products. When entering into a business, a company will look for the best possible solution. The hierarchy of interests from the perspective of the customer is the following: Given the above interests from the customer, the company will try to create value by satisfying the contract terms, and those terms arise from the expectations of the client. Very often, the customer will ask the supplier to deliver a product or a service which does not require the customer’s involvement, and in a situation where the supplier has the experience, the business relationship is more likely to develop into a collaborative approach. It will always be better for the supplier to offer for the client a solution that meets his expectations and, should the supplier succeed in providing services of high quality, the client will keep returning to him for that service. In the case of the law firm, the client will contact him for a contract or a litigation with other parties. By accessing the service of the law firm, the client seeks the lawyer’s expertise in that particular matter. The difference in the hierarchy of interests is given by the fact that in the case of the lawyer, the high quality of the legal consultancy and representation will guarantee future collaboration. In the case of the company, the quality of the service or product will be the main driver of the partnership created with the clients.
