In 1983, on his second day on the job, the new CEO of a company gathered his people and said:
“Tomorrow when you come to work, you do not work for me or for a
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A customer called us recently to say the machine we installed a month prior had run smoothly at peak throughput and then suddenly started having real problems. We rushed out a service technician and within…
If you don’t know who Guy Kawasaki is you can pretty much learn everything you need to know about him from the title of his blog – “How to Change the World.” A big thinker,…
With today’s lean operations and even leaner budgets for preventive maintenance, machines begin to experience performance issues over time. Line and maintenance personnel, who may or may not have been factory trained, typically respond to…
Great client service consists of these five elements:
This is a summary of…
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Field service technicians are often independent self starters who thrive outside the company structure. These highly analytical individuals have a laser like concentration that focuses on repairing the machine. Their ability to concentrate on the…
iContact, the email software provider of choice for the divisions of Pro Mach, had some serious issues a few months ago with downtime with their application due to Distributed Denial of Service (DDoS) attacks across…
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Preventive maintenance often resides far down the list of things to do. That seems to be even truer today as the number of maintenance personnel shrinks in proportion to total operational staff. Lately, we’ve seen…
An absolutely great video here from Jeff Bezos, founder of Amazon.com. In case you haven’t heard Amazon is the model of success on the internet. They’re profitable, customer driven, and they just “get it.”
Amazon…
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We’re excited to be launching ProCustomer today. ProCustomer represents over a year of research, planning and execution. ProCustomer is structured and consistent customer service, created with high standards that we are continuously working to improve.…
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