Posted tagged ‘customer’

Customer Service: It’s easy to say, but can you walk the walk? We do everyday.

August 30, 2011

OK, this is really pulling back the curtains on Innovative-IDM’s Legendary Customer Service. Sure, there are the normal business metrics that help us track our service, but there also is “The LCS Score Sheet.” So, as you look at the score sheet below, it’s worth noting several things:

1. Every morning we assemble to recognize employees for acts of kindness and servitude toward customers and each other. It could have been staying late, handwriting a much-deserved thank you card, helping a fellow employee complete a project, finding a part late in the day, or making sure a finished product made it out the door TODAY (not tomorrow).

2. Each day, a different employee leads this recognition meeting. Employees are divided into teams. These teams compete to determine who is best at serving customers. Each act of service is recorded on the score sheet. Points are awarded, a scoreboard is kept, and the winning team for that month is awarded a team celebration lunch and a half day off.

3. Vanessa Adams was the scribe for this morning’s meeting. A couple of things are noteworthy and highlighted above: First, she used the word SODA, which is shorthand for “I’m a Midwesterner” (which is cool). Secondly, note Vanessa’s proper use of the word “ensure,” even though she was taking notes in a pressure situation and under the twirling distraction of party lights, upbeat tunes and a disco ball. Nice work from Vanessa, who works in accounting but spends most her time serving customers.


Who is this? Which Innovative Legendary Team Member?

February 15, 2010

It was Christmas, 1996.  Was long hair even ‘in’?  A lot has changed for for this Legendary Customer Service provider since this pic.  Changes that make Innovative customers the winners!  Let us know your guess.  Who is this?

Customers – Of course we love ’em – but do we show it?

January 26, 2010

To: Innovative’s Customers!

We love ya.  Below is a quick email I shared with the Innovative team today.  Read it and if you’re one of our Customers, let us know how we’re doing.  Let’s us know which of the three companies we are.  Just post to the blog.  And Thanks . . . Thanks for your business.  You Rock!


Gene Gray
President …of Customer Service

From: Gene Gray
Sent: Tuesday, January 26, 2010 10:32 AM
To: InnovativeAutomationInc
Subject: Customers – Of course we love ’em – but do we show it?
Importance: High

“Customer Focus” is a motto, a saying, a pleasantry shared by most companies. Yet the actual execution of Customer Service varies wildly across companies.

At one company, a Customer service rep answers the phone, helps a Customer and then thanks them for their call.  The service rep feels he’s been Customer Focused.

Across the street at a competitive company, a team member ends a phone call with a client, thanks the Customer for their call and later that day sends a follow-up email asking what else he can help with and again in the email thanks the Customer for their call.

Across town, a young team member at yet another competitor takes a call from a longtime Customer, thanks the Customer for the call and then asks the Customer how she feels about the way she’s been treated and served.  After he hangs up the phone, he sends a personal handwritten thank you card to the Customer letting her know how important her business is and thanking the Customer for sharing her input on how he’s been taking care of her company.

Are the three companies wildly different in their Customer service?  You decide.  Then ask yourself; if you had a problem and needed help — if you had a new opportunity — which company would you call?

Customer service means you’re grateful for what you’ve been given and will work to help those Customers before they complain of a problem.  Customer Service is how you react when you’ve dropped a ball. How you apologize. How you make it right. How you work for the Customer’s forgiveness, knowing that only the Customer’s opinion matters.  Customer Service is knowing that the only way you’ll consistently get that Customer’s opinion is to ask for it.

Be grateful you get to serve.  Not everyone has Customers.  BTW, the word “Customer” is capitalized on purpose.  Think about Customer in everything you do.  They are, after all, who pays your wages.

Take Care,

Gene Gray, President