Manufactures & Distributors That Stand Behind What They Sell(The following previously published magazine article featuring Pneumotech, Inc. describes what real customer care is all about.)
Everyone talks about customer service, but most companies only give it their full attention when something goes wrong… for example, when there is the threat of losing a long term customer. Palatek Inc., a fast growth manufacturer of rotary screw air compressors located in Michigan City, IN, has taken a different approach.
According to Steve Van Loan, CEO and President of Paiatek, “Our customers consists of both our distributors and their customers … if anything goes wrong with one, it also goes wrong with the other. For this reason if there is a problem with one of our customers we jump through hoops to solve it fast!”
“We’ ve found there are a number of benefits to this policy. First, if a customer has a problem, he can’t have it solved fast enough. In most cases air compressors service production equipment and/or tools… and when air compressors are down, production is down. For this reason it is costing that company money and creating aggravation.”
“If we can cut this time to an absolute minimum, the maintenance personnel and management will think better of us when they are ready to buy their next air compressor. Also we have found it is human nature…. “
(read the full article by downloading the pdf here)