GIVI Magazine - November de 2010 - EN

27 understand what people think of a sector like ours”. And what do you think? Antonietta: “Well, I have my own idea of the motorcyclist. The- re’s the person who wants a particular accessory, the finicky guy who always has to have the latest edition, the one sear- ching for a simple and functional way of carrying a helmet or a jacket or a computer. Generally, there are people who know what they are looking for and you know they have done their research. This is where specific and targeted requests arise”. For example? Antonietta: “They ask advice about clothing, gloves, bike stan- ds, etc. Sometimes they even ask about competitor’s products or articles that GIVI does not manufacture”. So what do you do? “We send them to our shops where they can find what they are looking for. We want them to be satisfied that someone has listened to them”. Gigi: “The out of the ordinary requests are those that we like most because we have to search and investigate… Once a client wanted to cover his cases in leather by himself, so he asked what leather we used. The motorcyclist has a wide array of specific questions. And we try to answer them. And we’re happy enough with his ‘thanks!’”. Antonietta: “I’m curious, I ‘comb through’ all the catalogues, the technical sheets, I want to understand all the details”. Gigi: “Those who think our job is routine are mistaken. We help those who purchase or intend to purchase, we are the identity card of the company. We create a close relationship with the client. They phone for confirmation of the price, even if they’re holding the price list, they want to hear it from our lips. They call to ask: is it really true. Because they trust GIVI” . “Good morning. This is GIVI, Antonietta speaking” Good morning. This is GIVI, Gianluigi speaking” ternet. The dealer or agent can transmit the order through the reserved area on the website; we elaborate the request and make data entry in our IT system. Then other staff transforms the purchase order into a shipping order. At this point the items are invoiced and shipped. In high season we manage over 250 orders per day, in low season around 90 to 100, mainly resto- cking orders. Then there are sales campaigns for accessories and helmets and the orders are for higher quantities because the dealers want to take advantage of the lower prices. The big orders may have multiple delivery dates”. What’s the most unusual request ever? “A private customer wanted a top case matching the colour of his scooter which was a rare model. Or maybe the client who wanted a windscreen, made to measure for his height.” So what did you do? “We examined the request! We always try not to take anything for granted and to offer everyone an answer, even if it’s a ne- gative reply”. Who calls the most; men or women? “Men. - answers Antonietta – They are well-mannered, but at the beginning; I had difficulty getting accepted by male cal- lers. As soon as they heard a female voice, they asked to be put through to a technician. Fifteen years ago the motorcycle sector was mainly masculine.” Are you an expert motorcyclist? “No!, and neither is Gigi, maybe that’s the reason we don’t take anything for granted”. Gigi: “When I got this job, I really wasn’t interested in motor- bikes, instead today I always watch the world championship”. Antonietta: “And when in women’s magazines, I see articles about motorcycle accessories, I read them through to try to