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 the customer service puzzle is your sales team.

Your sales team sets the tone with the customer for the rest of the organization to follow.… Continued »

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 exam for a Wexxar/BEL case former, I became even more curious about operator reaction. The nine page exam, complete with schematics, looked like it came right out of a technical college course.… Continued »

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 or maintenance personnel come to the line
  • We don’t have the budget to pay for service contracts with equipment suppliers
  • We often do not service our equipment at OEM recommended intervals
  • When we can, we buy non-OEM replacement parts because they are cheaper
  • Our maintenance team simply does not have the bandwidth to maintain production lines the way we feel they need to be maintained

I hope that none of these statements apply to your operations.… Continued »

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 packaging industry or any industry that’s not online shoes and clothing?

Simple – Zappos understands that their business is not about shoes and clothing.… Continued »

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. Within the manufacturing plant, you gain first hand knowledge of the spirit that went into the design and manufacture of that machine.… Continued »

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 we’ll do a quick Q&A format with 5 questions on customer service.

For our first “5 Questions” segment we’re featuring Beau Moreau, Lead Engineer at Allpax Products down in Covington, LA.… Continued »

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 then odds are you’ve got a satisfied customer. The more satisfied customers you have the more potential customers will seek you out without you having to seek them out.… Continued »

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 initial or ongoing training to maintain proper adjustments that keep the machine in spec. They say that end users do not service the machine at recommended intervals which leads to downtime.… Continued »

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 general idea that we were offering great customer service, but we never really deconstructed it to understand how we did it.… Continued »

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 accomplishment and conduct themselves with a noticeably higher level of professionalism.

If a person is going to train others on the use of equipment, earning a training certification is especially important.… Continued »

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