Posted tagged ‘bad customer service’

Yet….another happy customer

August 28, 2014

Stephen Weatherley, our Houston branch manager, received this email from one of Innovative-IDM’s Houston customers. Yes, we aim to please.

From: Daniel
Sent: Wednesday, August 27, 2014 2:41 PM
To: Stephen Weatherley
Cc: Brandt King
Subject: Innovative Sales Support – Brandt King


I wanted to take a minute to say [we] appreciate the support we get form your sales team as a whole. In particular Outside Sales, Brandt King. He is responsive and recently was instrumental in helping one of my Electrical Designers source and spec in a light curtain system. The system he brought to the table was a better option, more inexpensive and mostly saved us on lead time. We all know you can`t put a price on time during these busy months. We look forward to future projects and continued support from Innovative.

Daniel, Purchasing Manager

Field Service Again Saves Customer from Pain, Headaches, Heartache and Worse

November 1, 2012

It’s easy to complain about bad service….you’ve probably done it recently. But it takes a WOW to motivate a customer to write an email like the one below sent to our sales rep, Danial Sheldon, from a Houston area client. Big time kudos from a customer for Jon Dutton, Innovative-IDM field service technician.

From: “Michael”
To: “Daniel Sheldon” <>
Subject: Service Call
Date: Wed, Oct 31, 2012 1:42 pm


Just wanted to drop a note to thank you for your help with the Bar Loader VFD install. Your service tech Johnathon was was very knowledgeable and professional. It has been difficult in the past to bring in service techs and have them be able to jump in and steer us in the right path. We were in a severe line down situation with multiple lines down at once. Johnathon saved the month for us. I plan on installing the same systems on the 8 Bar Loaders we have left to retro fit. If you can send him out again for the next install I would appreciate it. Again, great job. Your team has saved the day and deserve our thanks. Please pass on to the appropriate people. This has been in planning for me for 6 years. I was told that it could not be done. Thanks to you guys, I got my cake and get to eat it too. Does not happen often, so again, Thanks for all your help with this project.



Maintenance Manager

Wanna be one of our customers? Sure you do.

October 4, 2012

Here’s an email we received a few days back from one of our Memphis customers. It was written to our Memphis sales manager, Tom Nickelson.

From: Mike XXX
Sent: Thursday, September 20, 2012 12:55 PM
To: Tom Nickelson
Subject:  Letter of Appreciation

Mr. Nickelson,

Hello.  I’m with the Facilities Team here  in Lebanon TN.  I wanted to write to let you know of the great assistance given us, by your Memphis office.  Of particular help were Mike Moore and Dave Oliver.   Dave came in to assist in diagnosing problems with the previous drive, so we could determine if it was worth repairing.  We determined, using Dave’s analysis, that with its 13 year age, continued failures were likely, even if repaired.

Mike then came to the rescue, we had him to size drive we wanted, based on the old drive specs, as well as NEC temp de-rating based on our high ambient temperature location and continuous duty needs, and he spec’d us a Yaskawa drive to fit the bill.   We requested that we get a cabinet, drive, circuit protection and cooling all as one unit (one stop shopping).  Mike made sure we got what we needed, and had everything assembled quickly, and to our specs, and the builder he used even made the delivery.

My boss (Gary Renfro) and I were very impressed with Mike and your company’s service, and since we have one of these systems in at least 4 locations all about the same age, and in anticipation of potential problems, I suggested to Mike that he have your people call on the New Iberia facility.    Within days of our installation, we got a call from our New Iberia plant saying they were having problems, and we gave our sister plant your information, based on performance of Dave and Mike in particular and Innovative in general.

We just received word that our New Iberia plant had ordered a system from you guys, and I am very pleased that Mike’s excellent service translated into additional sales for your company.  You and he deserve it.

Once again, I wanted to personally write you and let you know of the great service from your Memphis office.   I know that your company will give our sister plant in New Iberia, the same great service Mike gave us.

Thank you, Thank you!


Legendary Customer Service vs. Bad Customer Service: Fight of the Decade.

July 17, 2009

This one falls right in there with El Pollo Loco and Lonnie the Scottsman or even the fictional May Day Meeting as one of the more ridiculous yet entertaining morning hoopla meeting at Innovative Automation.


Each employee leads the morning meeting once a month, and we discuss — sometimes in absurd methods — how we can better treat customers with LEGENDARY customer service. Today was Mike Davila’s day.

In a blatant attempt to win “Best Host of the Month” and thus earn a day off, Davila showed up dressed in the traditional costume depicting the well-known character of “Legendary Customer Service” (looking like a cross between Hulk Hogan and Dog the Bounty Hunter). In this riveting photo, you can see Kara L’Huillier and Todd Mueller trying to make sense of it all.rassle1

Naturally, “Legendary Customer Service” was later attacked and mugged by “Bad Customer Service” who, of course, was dressed in black and played by Chris Coler. And naturally, “Legendary Customer Service” prevailed. Wow.