Business View Magazine - July 2023

37 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 7 ATREMA TECHNOLOGI ES a big part, standing out from its competition, as Hankel observed. “We try to know what we’re doing!” he quipped with a laugh. Companies trying to get in touch with vendors can have a tough time of it, Hankel continued. “So having experts answer the ’phones here really helps,” he added, “and our customers get a timely resolution to their problems.” Over the years, as Hankel revealed, Atrema has acquired many new customers due to their dissatisfaction with prior providers. It’s all down to one word, as Payne noted. “Empathy,” he declared. “Yes,” Hankel agreed, “that’s a big one. We really try to put ourselves in our customers’ shoes, and we try to understand what they’re going through. What would we want to have done for us, if we were them? What kind of response would we like? We put our customers first. They’re not just numbers or names upon a roster. We get to know them and build relationships with them.” He added that creating and maintaining that special relationship––visiting them on-site, talking to them in person or over the ’phone and making one’s self available to one’s customers–– form such a crucial component to Atrema’s successful business model. “It’s down to the personal touch,” Hankel remarked. Technology is a game with rules that