Posted tagged ‘help’

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

Innovative IDM – After Hours

January 15, 2014

Working a third shift is already hard enough but maintaining machinery makes that task even more difficult. Having a responsive After Hours service is gold for many companies that operate late into the night but the charges for answering that helpless phone call can be painful. Innovative IDM has been operating an “On Call” program for our Customer Service, Board Repair and Tech Support that is FREE OF EXTRA CHARGES to our customers and has gained a lot of praise since its beginnings. I have been privileged enough to help out customers in the wee hours of the night and I have seen the thankfulness that customers express when we get their machines up and running again. We embrace the team player mentality to do whatever it takes to find the best options possible for our customers. Promoting a positive tone continues to show our dedication, loyality and reliability which each new challenge. There have been countless testimonials passed in from grateful customers vouching for our trustworthiness to solve their problems and our initiative to work every avenue needed to get a customer back up and running quickly. I am extremely proud to be a part of a company that is so devoted to the wellbeing of our customers and their operations.

I can remember a distinct time that I was called to duty at 11:00pm on a Saturday night. The on call phone rings and our customer on the other end is out of Midlothian and needing a Drive desperatley. This customer was in the oil business so a down piece of machinery was costing thousands of dollars a hour. To our customers amazement, we had the drive he needed in stock and ready for pick up. After meeting the customer at our office to pick up the drive he thanked our After Hours service repeatedly for helping him to look like a star with his boss. These little pleasures are what keeps Innovative IDM doing what we do every day.

E10-U-UP 2014!!!

— Cyrus Jahani

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!

Sincerely,

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