James Parker, Pacific Rim Plastics

Customer Service – Your Lifeline to Success

By James Parker, Pacific Rim Plastics


Today’s major companies, for both sides of the table, sometimes focus on cutting cost by eliminating people in their customer service department. This can be the difference between getting your product on time and made correctly or getting something all wrong and delivered late. A good quality customer service department is your lifeline to success.… Continued »

Steve Sterling, Contributor

Remote Diagnostics is the Coolest Thing Since Sliced Bread

By Steve Sterling, Contributor


I believe that responsiveness is the real key to world class service, particularly in today’s technologically dependent environment. What could be more responsive then than a service organization that can log onto my equipment and, in real time, fix the problem and let me get on producing and earning money?

In my opinion, there are a lot of benefits to remote diagnostics: Like not having to wait for a tech to show up and the lower service cost because travel is eliminated.… Continued »

John Eklund, Pro Mach

Remove the Barriers to Great Customer Service Experiences

By John Eklund, Pro Mach


I think we tend to forget that the most critical element in creating a great customer service experience is giving your people the power to make a great customer service experience.

Read it again this way: if you don’t give your people the power to create awesome customer service experiences they can’t create awesome customer service experiences.… Continued »

Steve Sterling, Contributor

Spare Parts Availability Top-Rated OEM Attribute – Who’d Have Thunk It?

By Steve Sterling, Contributor


It floored me today to read in the PMMI 2009 Customer Attitudes & Behaviors survey that the number one attribute customers look for in an OEM, in addition to the packaging machine, is spare parts availability.

How un-sexy is that? It’s enough to make the sales and product development teams pull their hair out.… Continued »

Steve Sterling, Contributor

Responsiveness is 99 Percent of World-Class Support

By Steve Sterling, Contributor


Three years ago I interviewed the operations and quality manager at the nation’s oldest continuously operating brewery for an article I was writing on robotics for Packaging World magazine. The brewery used robots to automate de-palletizing and palletizing heavy beer kegs entering and leaving the plant. I asked about service from the robotics company and the manager answered, “We’ve received world-class responsiveness in terms of support from the robotics supplier.… Continued »

John Eklund, Pro Mach

On Creating Customer Advocates

By John Eklund, Pro Mach


Stick with me here, because I’m going to be talking about baby monitors. But I promise I’ll use the example to make a point.

Before we had our first child we researched a lot of different baby monitors before settling in on a system that was a bit pricey – $125 – but got great reviews.… Continued »

John Eklund, Pro Mach

50 Things Your Customers Wish You Knew

By John Eklund, Pro Mach


The Remarkable Communication Blog has a fantastic article on 50 Things Your Customers Wish You Knew – every point is written from a customer’s perspective, which is a viewpoint we could all stand to take more often.

Some of our favorites include:

  • Telling me what you don’t know makes me trust you.
Continued »
John Eklund, Pro Mach

Interview with Mark Anderson on ProCustomer

By John Eklund, Pro Mach


Recently, Pat Reynolds, VP/Editor of Packaging World magazine, got to sit down with Mark Anderson, CEO of Pro Mach, to discuss ProCustomer. Click on the video below to see the interview.

Our thanks to Packaging World for taking the time to sit down with us!

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John Eklund, Pro Mach

A Tale of Two Phones

By John Eklund, Pro Mach


The world loves an early adopter, but it’s looking like early adopters of the new Google Nexus One phone aren’t feeling the love from Google. Google launched the Nexus One on January 5 of this year – it’s first real venture into selling hardware directly to customers on the retail side of the business world, where customer service is crucial.… Continued »

Jack Aguero, Pro Mach

PMMI study lists customer service

By Jack Aguero, Pro Mach


The 2009 Customer Attitudes & Behaviors study from PMMI, www.pmmi.org, has detailed the most desired attributes of packaging machinery manufacturers according to the end users interviewed for the study. Of the top 6 attributes, three involve customer service, including spare parts availability (number 1), training and documentation (number 5) and after-sales market support (number 7).… Continued »

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