Archive for the ‘Legendary Customer Service Act of the Week’ category

November LCS Winners!!!

December 2, 2014

It is my honor to announce the winners

of our November LCS Cup……….

Kicking Your Axis!!!

The magical team comprised of Dustin Greene, Lonnie Muse, Steve Falcone, Pepper Hastings, Jennie Buker, Gene Mussell and team captain Gina Arredondo finished the month strong to win this coveted cup.

Kicking Your Axis has won a Team Lunch on the company as well as a Half Day Off for their prize. Looking forward to next month and another win, Gina Arredondo says, “Losing is never an option!”


July LCS Winners Revisited!

August 22, 2014

Blue Moon Friday wins Legendary Customer Service Cup in July

It’s halfway through the month and we wanted to revisit last month’s customer service team winners – Blue Moon Friday!!

It was a tough race but these Legendary individuals were able to pull through to win a Free Team Lunch on the company and a half day off. The LCS cup has become a very competitive competition here at Innovative IDM but through peer recognized Legendary Acts this team took the cup.

“You ain’t nothing on my Thank You cards!!”

Embrace the Team Player Mentality!

April 3, 2014

No panel is too big, no cable assembly is too small!

Dallas Shop Ready for Action!

IIDM Panel Shop Ready for Action!!

6 Months running with 95% On Time Delivery & 99% Error Free Products shipped to our customers…


The Extra Mile

January 22, 2014

Earlier last year (2013) I did a industrial electronic repair for a customer. After about one month, the customer called us asking for help installing the unit. I was asked if I wanted to go to Huntsville, Texas (about an hour away), to do the install, because our field service staff was shorthanded that week.

Later that day, me and Jeff Smith loaded up the tools and equipment we would need. This was going to be my first time out in the field, and first time going anywhere with Smith. Within one hour of getting there, Jeff and I finished the install and where ready for the test run. Success. Everything was working properly, and we had one happy customer.
That day I was able to help not only our customer but our internal customer — field service.

— David Holmes

My Knight in Shining Armor

January 20, 2014

I have never received more requests for a single person in my life. And if I were the president’s aide, I would assume that the numerous requests for one of our long-time field service technicians, Dale Frisk, would still topple the world’s interest to see the president. Almost every day, I am astounded to see and hear customer testimonials about a man’s life-long endeavor in the Field Service arena.

I won’t regale you with a singular example as anyone who knows of him, has a story to tell. To put it plainly, there are too many exploits and stories that I know about from customers where he saved them here or there or double-dog saved them in another situation at 3am on a Saturday morning. Providing legendary customer service starts from the ground-up, and based upon actions that truly speak louder than words in this industry, that’s exactly what he’s done.

Legendary Service

January 20, 2014

If it is not known to you and your company on how to do this, read below to find out where the bar is.

We had a customer who called a salesperson on a Saturday for an emergency repair. This salesperson contacted a Repair Tech who was willing to drive to the office at noon on a Saturday to meet this emergency repair. The tech completed the repair by the end of the day and the customer was back up and running that same day. This kind of act embracing multiple values that we hold true in our company is just one way we gain loyalty from our customers. Interested in how we can help you in this way? Customer Service reps are standing by.

— Danial Mahoney

Why is the Easter Bunny in our Conference Room?

January 17, 2014

Is the Easter Bunny real?  Of course he is.  We even have photo evidence!  The big hopper attended my favorite hoopla ever.  Our entire office got to hang out with the Easter Bunny and talk about our opportunities to help out our customers, suppliers and co-workers.  What’s not to love about that?

The EASTER BUNNY is real!

Has anyone seen my eggs?

I didn't know the Easter Bunny could run like that!


If your meetings aren’t hosted by giant bunnies under the flashing lights of a disco ball, then you’re attending the wrong meetings. Give ours a try.

— Charles Manning

For Innovative IDM employees, our company values are inherent

January 16, 2014

For our team, company values are inherent

As I sit sipping on my mason jar of red, I think about the dedication and tenacity of our legendary team. Vitalii, our newest Oklahoma team member and I were in a lobby awaiting our last appointment after a long week of many introductions. Suddenly a phone call from his home security provider interrupts our conversation. Someone had broken into his home!

Vitalii never said a word even though he had to catch a plane that afternoon to return home for a long awaited return to Eastern Europe to visit family. I overheard the conversation and had to coerce him to go and check on his home. If someone had damaged his door or window he would be under the wire to get it repaired and still make the flight, or worse he could have suffered a loss more significant.

Vitalii never once took steps to cancel or leave to check his investment, instead he was going to stay the course and fulfill our obligation. Finally wisdom prevailed and we made the decision to check on his house. One half hour after we parted ways he took initiative and let me know the status of his demise. During his return to U.S. soil he found himself stranded in the airport due to a massive Arctic vortex that engulfed 80% of the continental US. Most people would wallow in their sorrows and have an “airport horror story” to tell, but did this dash Vitalii’s spirit? No! He took an assessment of the circumstances, determined his own fate and went out to enjoy the evening, see the sites, and even thought to pick up this bottle of wine for his new friend and colleague, JP. Thanks Vitalii.

On Tuesday morning after a 24 hour lay over in a foreign airport, tortured by jet lag, travel weary Vitalii was online and ready to go bright and early ready to attack with a positive attitude, bringing ideas of who to see, setting appointments and walking it out determined to take full advantage of the time he had to provide legendary customer service.

Now that’s a team player with a positive tone, dedicated and reliable, trustworthy and initiative driven. I want that guy calling on our customers.
I am glad to be on his team! Innovative IDM is made up of the greatest people, and the people are what set us apart.

— JP Childress

Legendary…Even When You Don’t Want To Be. Customers Always Win.

January 16, 2014
Only the greatest ball park in excistence.

Only the greatest ball park in existence.

I love baseball.  I love baseball more than the normal baseball lover.  The MLB Network is on my television even in the off-season.  My wife has come to the point of watching baseball even when I am not around because she has become accustomed to it.  My first-born came into the world right as my beloved Red Sox won their 3rd championship in ten years and I could not be happier about it.  What does this have to do with being legendary though?

At my house, we always buy a ton of buffalo wings for the All-Star game and World Series and bask in the glory of this beautiful game while taking in way too much food.  For this past year’s MLB All-Star game, I was on-call for customer service after hours.  I was sitting on my couch with 50 of the most delicious looking wings in front of me. Right as the American League line-up was being announced, the phone rang.  A field service tech from the company had left an enclosure door open in the rain and the inverter drive was ruined.

I took off my baseball wearing shoes and slipped into my Legendary cape and tights and with a screaming baby in the backseat and my wings and baseball sadly calling my name, I saved the customer from being down any further.  My wings were still there when I came home and the customer was happy. LEGENDARY.

P.S. Go Red Sox.

— Sam H.

My Favorite Hooplas

January 15, 2014

BuzzWe have an all-star team at IIDM and we are focused on giving our customers a Legendary Experience! My favorite Hooplas are the ones when we receive customer testimonials. Our team loves what we do and we love it even more when we’re able to help our customers be successful. It’s even cooler when those customers take the time to let us know. Below are just a few examples of the written testimonials our team has received:
“If the automation business ever dries up, you folks could specialize in teaching customer service skills to your competitors. Ease of doing a pleasurable transaction is every bit as valuable as price. Thank you so much being such a great team to work with!”
“…a note of sincere thanks for all the help you have given us on our project. I know I said it in the meeting but I wanted to say again that we sincerely appreciate the technical support as well as the patience you guys have afforded us as we have developed this project. You are all a pleasure to work with so once again, “Thanks!”
“Stephen – You guys rock, thank you! The parts are arriving at just the right time!!”
Now, that makes for a great hoopla…Getting a little customer love to start your day! Buzz is always happy to hear such positive feedback!

— Stephen Weatherley