Central

My first job training session for my first job included a half-day training on the importance of quality customer service. I can’t remember the name or the face of the instructor. What I do remember was how passionate he was when he spoke about quality service and the way our attitudes affected the business. I can hear him say, “Bad news travels fast! When a person receives poor services they will tell at least 10 people about their experience!”

Bad news travels faster today. I don’t have the statistics about how many people will hear about bad news or how fast they will hear it in today’s social media crazed world. However, the principal is the same: Customers that have a bad experience will tell people about it. The difference is, they will do it faster than they did 20 years ago and they will do so in a very public manner ensuring their “friends” and everyone else knows.

In November of 2014, I interviewed for a position with Central States Machinery. Mike Fischer, the President of Central States Machinery sat across the table from me. Mike spoke with the same passion and conviction the instructor I encountered so many years ago. He made it clear in my interview that Central States Machinery strives to meet the needs of the customers. “Everything done here is done with a personal touch. You won’t find automated phone lines or an answering service. It’s about making sure the customer knows we are going to assist them in getting their need met when they call.”

I have to admit as the “new girl” I had some doubts any company in today’s world took the time to talk to people to assist them. Everyone has experienced buying a large ticket item. The salesperson promises you unsurpassed service. A few weeks down the road you experience an issue. The salesperson has forgotten you exist and sends you to customer service. You spend hours trying to get the issue resolved. Calling the automated number, sending a message to this person and that person. You end up frustrated and stuck.

It seems as if companies have been given permission to treat us this way. The personal touch is a lost art. I have been told using technology to assist with customer service issues allows companies to address concerns in a more efficient manner. It saves time and resources. I would agree: Speaking with someone does take time, sending a canned response is certainly faster, and it is easier to avoid dealing with people. No personal touch means you’re off the hook from telling a person things they don’t want to hear and allows you to drag your feet in finding a solution. So, why would a company like Central States Machinery take the time to talk to their customers when they could save time and resources by losing the personal touch? This question was answered for me in less than a week of working here.

I witness on a daily basis the dedication of the staff and management team at Central States Machinery. Everyone from the President of the company to the sales staff is active in making sure the customer is satisfied with the sale or assisted with whatever their need is.

I have heard a sales person take a call from a customer who was under the impression they need one piece of equipment only to be told they need a different piece significantly less expensive than anticipated.

I have transferred calls to the technicians and listened to them work with a customer to get their machine up and running because they understand the customer is losing money with each passing minute the machine is inoperable.

I have participated in conversations where we’ve had to tell the customer we cannot help them because we won’t sell them a machine we cannot guarantee or service.

Google defines Customer Service as “the assistance and advice provided by a company to those people who buy or use its products or services.” At Central States Machinery, I see customer service defined as an opportunity for them to personally back the products they take pride in selling. I am excited to be a part of this team!