John Eklund, Pro Mach

Customer Service in a Flat Organization

By John Eklund, Pro Mach

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 boss. You work for your customer. I don’t pay you. They do. Every customer has its own factory now.

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Peter Zepf, Wexxar/BEL

Plan on Three Training Sessions for Peak Operation of a Machine

By Peter Zepf, Wexxar/BEL

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 15 minutes the machine was back up to speed. The problem was that an operator had forgotten how to make a particular adjustment that he’d been taught during training at start up.… Continued »

John Eklund, Pro Mach

Guy Kawasaki on the Art of Customer Service

By John Eklund, Pro Mach

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, yes, but also very grounded. He’s one of the best business minds of this generation and he has a pretty simple philosophy on the “art” of customer service – and let’s face it, it is an art sometimes more than a science.… Continued »

Responsiveness Can’t Be Left Up To Chance

By Ray Neel, Roberts PolyPro

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 these problems by making adjustments and/or swapping out parts. Then comes the day when a problem becomes catastrophic and all the customer can do is rush to telephone the machine’s supplier.… Continued »

John Eklund, Pro Mach

5 Essential Tips on Giving Great Service

By John Eklund, Pro Mach

Great client service consists of these five elements:

  • manage client expectations
  • maintain high availability
  • practice courtesy and respect
  • practice honesty in all communications
  • be proactive in your service

This is a summary of a great SitePoint article Give Great Service: 5 Essential Tips. SitePoint is a web site that focuses on providing information to web developers and designers, particularly the freelance segment.… Continued »

Kim Pulliam, ID Technology

Support Technicians Need to Develop a Bedside Manner

By Kim Pulliam, ID Technology

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 task at hand does at times keep the field service technician from seeing all the possibilities for helping the customer improve overall productivity over the long term.… Continued »

John Eklund, Pro Mach

Being Transparent With Your Customers

By John Eklund, Pro Mach

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 the internet.

Obviously they’re sensitive to their customer needs so they fully disclosed everything that happened in an email to their customers and what they were doing to resolve it.… Continued »

Doug Newcomer, Fowler Products

Pursue Preventive Maintenance – Don’t Ignore It

By Doug Newcomer, Fowler Products

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 a number of customers that are having a cascading number of problems all stemming from lack of a consistently applied preventive maintenance.… Continued »

John Eklund, Pro Mach

It’s About the Customer, Stupid

By John Eklund, Pro Mach

An absolutely great video here from Jeff Bezos, founder of 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 has recently acquired, another company that we love because they put the customer first. Bezos put together this 8 minute video to let Zappos and the world know how he thinks.… Continued »

John Eklund, Pro Mach

Welcome to ProCustomer

By John Eklund, Pro Mach

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. ProCustomer is for our customers – if you do business with a Pro Mach division, then you’ll experience ProCustomer first hand.… Continued »

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