Customer Service Blog

John Eklund, Pro Mach

Why Customers Leave

By John Eklund, Pro Mach


We spend a lot of time focusing on customer service after the sale, highlighting training and aftermarket and dealing with customer service reps, but it’s important to remember that one of the biggest pieces in…

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Steve Sterling, Contributor

The Quality of This Training Was So High a State Agency Paid the Tab

By Steve Sterling, Contributor


One of Pro Mach’s divisions uses a written exam as part of its new machine training program, and I wondered how machine operators reacted when faced with taking a written test. After reviewing a sample…

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Steve Sterling, Contributor

Management May Not Understand the Strategic Value of Maintenance

By Steve Sterling, Contributor


Does one or more of the following statements apply to your operations?

  • We don’t have the time or budget for extensive training on new equipment
  • We have no formal training process when new operators

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John Eklund, Pro Mach

Be the Zappos of Your Industry

By John Eklund, Pro Mach


You really should strive to be the Zappos of your industry. Seriously. Ever heard of Zappos? If not you should know that they’re an online shoe and clothing company. How is that relevant to the…

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Steve Sterling, Contributor

Pride in Design and Construction Translates into Pride in Service

By Steve Sterling, Contributor


It’s one thing to see a packaging machine on a trade show floor and quite another to visit the plant where the machine was designed and built. At a trade show you experience the machine.…

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John Eklund, Pro Mach

5 Questions on Customer Service with Beau Moreau

By John Eklund, Pro Mach


We’re starting a new segment here at ProCustomer.com where we’ll occasionally spotlight Pro Mach employees who have gone above and beyond in providing customer service and have been praised by a customer. For each spotlight…

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John Eklund, Pro Mach

Measuring Customer Satisfaction

By John Eklund, Pro Mach


As we all know, word-of-mouth (or a referral) is one of the best measures of success for any company. If a customer is willing to tell other people about your company in a positive manner…

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Steve Sterling, Contributor

Proclaim Service Contracts from the Rooftops

By Steve Sterling, Contributor


A number of the equipment manufacturer service managers I speak with are frustrated by the fact they only talk with customers when they experience a problem.

These managers think that machine operators don’t receive enough…

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John Eklund, Pro Mach

Understanding Superior Customer Service

By John Eklund, Pro Mach


When we embarked on creating ProCustomer, we had a lot of learning to do to get up to speed on truly understanding and documenting what it takes to offer superior customer service. We had a…

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Steve Sterling, Contributor

Why Certified Training? Because One Size Does Not Fit All

By Steve Sterling, Contributor


I am a firm believer in the role of certification to help people take their experience to an industry recognized level of expertise. I’ve found that those who earn certification have a profound feeling of…

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