The Two Ends of the Spectrum of Customer Service

Here at ETM Manufacturing we like to pride ourselves on our customer service, but this week was impressive for the extremes of service that we offer our sheet metal customers. On hand, Richard needed help with overflow laser cutting work – now.  On the other hand, Josh needed a new financing model to justify a stronger bakery cart to his internal constituents.  Two very different problems, with two very different customers, both needing great customer service.  Here is how ETM delivered:

Richard knew he needed a lot of laser cutting, but he didn’t know how much. He didn’t know exactly what material nor did he know exactly how long it would take.  He also knew we used the same Amada lasers, but we used different CAM software.  We both didn’t know how long the engineering would take.  We agreed on a blanket PO where we would charge time against engineering and time against laser cutting.   His team would send files over daily and then deliver material by noon.  Programs would be ready by second shift.  We would run on second shift and the next day at noon more material arrived and the laser cut parts are taken away.  Three days into the job and it is running well.

Josh had a totally different need for his bakery carts. His internal customers, the bakers,  are complaining that the existing aluminum bakery cart they buy from the other guy is falling apart within a year of using them.  They need a stronger rack and some of the bakers lover our stronger rack, but other bakers think they are too heavy.  And Josh is in the middle.  He came to us asking for help – can we design a light weight, stronger bakery cart that will make all of his bakers happy?  We can!  We showed him a prototype of a stronger design made of a lighter material and boy was he impressed.  Can we sell it for the same price as the cheap version that falls apart?  No, but we did offer him a financing option that would lower his baker’s annual cost by at least 20%.  He left fired up to share this with the bakers.

Sometimes our customers think ETM service means instant capacity, like Richard. Others think ETM service is innovative design like Josh.  Others still think ETM service includes creative financing like Josh’s bakers.  Our job is to listen carefully to your issues and design a solution that works for you.  You are not a cookie cutter person, so why should you be treated the same as everyone else?

If you are ready for the next level of customer service, give me a call and we can design a solution that fits you perfectly.

from ETM Manufacturing http://etmmfg.com/3552