(5 min read)
Commitment to Customers
Commitment to customers is a cornerstone of our values, extending beyond those who rely on our packaging equipment services in the field to the colleagues working just a few desks away.
In our service department, this commitment starts the moment we answer the phone. Our goal is not just to provide excellent service but to demonstrate our dedication to solving our customers’ problems. Unlike many other companies where customers often find themselves on interminable hold listening to smooth jazz or feeling like they’ve received a cold shoulder, we ensure a warm, responsive interaction (and way cooler hold music). We don’t just send a reply and wait; we proactively engage. Whether through text, email, FaceTime, or voice calls, we ensure that our customers feel supported in the manner that works best for them.
Responsive & Proactive Service
Our goal is to keep in touch with customers and check in before they need us. We’ve taken the initiative to regularly reach out and check how our customers’ equipment is running and if we could support them in any way.
This approach not only builds a better network between the customer and us but also gives the customer the opportunity to ask for help before they urgently need it.
Recently we proactively reached out to a customer of ours and we learned one of their two automated systems was down. This customer utilizes the ATS US-2100 IBL which is an automated banding machine that automatically conveys, spaces, pushes, and applies a pre-printed band to the customers food trays. Throughput is high in automated food applications and that means downtime is expensive! We promptly scheduled a visit and took a road trip to their facility where we were able to get their automation back up and running. But the conversation didn’t end there!
We made it a point to follow up after the successful visit to ensure both machines were still up and running. The customer confirmed the automation was working well but also informed us they’d be updating their process upstream of our equipment and thought more detailed operating training would be helpful. What was originally a manual upstream process was set to become automated and increase the products per minute fed into our automated banding system. This not only confirmed our first visit was a success but also gave us crucial insight into their process and the opportunity for us to scale our solutions to their needs. This is the kind of crucial information that can slip through the cracks without proactive service interaction!
Visual Aids to Accompany All Skill Levels
Take, for example, a recent situation where a customer in the food industry was experiencing issues with their new ATS banding machine.
Upon first contact, our service engineer quickly initiated a FaceTime call, providing immediate support and a visual assessment of the problem. Customers can have varying degrees of skill and comfort when it comes to machine repairs. In this case, having someone on a video call allowed us to bridge the skill gap and guide the customer visually. Despite our efforts, sometimes the best move is to be on-site, especially when downtime is extremely costly. Recognizing the urgency, our service engineer booked a flight for the next morning to offer hands-on assistance and train the customer on maintenance aspects of the machine. This swift action reassured the customer of our commitment to delivering timely and effective solutions and preparing them for the future.
Building Trust Through Communication
Sometimes, it’s the small gestures that convey our commitment. A simple email response stating, “I’m on this and will give you an update as soon as I can,” not only closes the loop but also reassures the customer that we are actively working on their issue. This level of communication fosters trust and lets our customers know we are there for them.
A Flexstrap customer of ours in the wood industry had two robotic cells where our machines were bundling their trim molding boards together. We made a service visit to train their maintenance staff on the machine and made it a point before the visit to gather the customer’s feedback on the machine’s performance thus far. While this product line is tried and true in the wood industry, we always commit to listening to the customer on potential application-specific improvements. During the site visit, we were able to further flesh out the ideas that the customer had and give our input on how we can help tailor their machines to their application. Having a commitment to making a good relationship with the customer provides room where they feel confident that we are not only listening to their problems but are actively working on the solution. After the site visit, we followed up with them regularly to ensure things were running smoothly and to let them know we were working on the improvements we discussed.
Internal Commitment and Collaboration
Our commitment to customers also translates into our internal operations, making cross-functional teamwork more efficient. Knowing that every team member is committed to supporting one another enhances our ability to deliver comprehensive solutions. For instance, a manual process we used for creating Return Authorizations (RAs) for our customers was frustrating for employees to use and an obvious opportunity to improve. Some process improvement projects can sound great in theory, but if they come to fruition, they may be just as painful as the old process! To ensure we didn’t create a headache, I committed to sitting down with each stakeholder during development and made sure to apply their feedback into the new process solution. With everyone’s input, we were able to make a smooth roll out of our new RA process on Salesforce that everyone felt a sense of ownership in.
Committing to others internally is made easy when the relationships you have are supported by our Felins Core Values. There’s a mutual understanding that makes communication easy and ultimately assures the commitment to all our customers.
In conclusion, our commitment to customers—whether external or internal—is about going the extra mile, fostering trust through responsive communication, and ensuring seamless collaboration across all teams. This dedication not only solves problems but also builds lasting relationships based on reliability and mutual support.
This blog is part 4 of 6 in our blog series: “At the Core of Our Values” – In this six-part exploration, we delve into the heart of organizational excellence, offering insights and practical wisdom for those eager to elevate their businesses. Whether you’re aiming to refine your company’s culture, boost employee morale, optimize processes, or cultivate a more resilient team, stay tuned as we share what’s worked for our company and our core compass. Follow us on our social media channels for upcoming chapters in this series!
***
Share these tips on your socials:
Collin Niedermann
Collin Niedermann is the Service Manager at Felins, where he leads a talented team and applies his engineering background to provide exceptional service. A graduate of the University of Wisconsin-Milwaukee with a degree in Mechanical Engineering, Collin started his career at Cummins as a Design Engineer before joining Felins as a Service Engineer in 2019. Now, as Service Manager, he enjoys solving customer challenges and growing his leadership skills. Outside of work, Collin is passionate about golfing, traveling with his wife to explore wineries, and learning about computer architecture.