Posted tagged ‘service’

2 Quarts of Midnight Oil; Call for 24/7 Industrial Field Service

January 16, 2014

Here at Innovative IDM we are all about providing Legendary service to our customers, often after hours.

For Innovative IDM’s Field Service group, omit that “often” precedent to the “after hours” clause and replace it with “on a regular basis.” Our Field Service techs cultivate a strong rapport with our customers that sometimes transcends normal channels. There is an on-call technician 24/7, and the on-call duty rotates on weekly basis, and there is a “crisis hotline” as someone-who-will-remain-nameless would call it, which appears on all of our business cards (800.395.4106 for Houston); Any time you need assistance, day, night, Christmas Eve, call and the on-call tech will be headed your way. But each of us techs have customers who are familiar with us, and know that we are familiar with them and their machines, and thus prefers us specifically, and they call us directly on our cell phones. We get these crisis calls on our personal lines after hours even when we’re not on-call, and usually we dispatch ourselves without having to be told to do so.

One such event happened no so long ago, which resulted in a humorous but Legendary experience for two of us. We had a customer in the wire drawing business that had a whole line go down on a Sunday at 1:00 AM. The customer was in panic mode, calling every number they had for Innovative-IDM.  I called back the customer and nobody picked up (it’s very noisy in there, you couldn’t hear a phone ring if it were already pressed against your ear). I started getting dressed and ready, and called again once I was on the road; still no answer.

I made it all the way out to their location, and when I arrived and stepped out of my car, I saw another one of our techs stepping out of his truck! It turns out that after alerting the answering service that they needed the on-call tech, they also called Jeff Bruce personally, as he is their preferred tech. We were both there in the middle of the night and so we decided to double-team their issue and get them up and running in record time. It’s a good thing too, because it was a job that demanded two people; one to trip field sensors, and one to verify inputs in the control cabinet. Having one person walk back and forth would have taken all night and into the day.

So a case of miscommunication and panic opened the door for legendary Field Service TEAM work and minimum customer down-time. It wasn’t a bad way to start off Sunday.

— Charlie Staton

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

Buy SMC Products from Innovative Automation

June 5, 2009

The headline says it all. Act now.

Innovative Automation is the new home of SMC pneumatic products. SMC is the worlds largest manufacturer of pneumatic automation products. You now can call 877.906.2100 or go to or email and order SMC products starting TODAY. If you have never done business with Innovative, then you have been missing out on the HOME of LEGENDARY customer service. Try us today. You will freak.

SMC announce

Jesus Has Requested to be Your Friend . . .

January 22, 2009

twitter_networkI just ran across a blog post entitled, “Would Jesus Have Used Twitter?”

Some really great lessons in customer service in that entry. — ph