Last week, a customer had a pump go down and needed a new drive to replace an OEM drive.
After a few phone calls and text messages until 10:30 that night we had the right drive for the job and it was in stock at Yaskawa. He said he would place the order that next morning and would have it shipped over night. I asked Brad in customer service to help him with the order.
After three days his electrical guys worked on trying to install and get it running then they called our field service tech. Joey had it up any running in one hour plus fixed other issues they were having with that system. The owner called and thanked Joey for helping and getting the line running.
Yesterday, I received a call from the Operations Manager of all five plants to say thank you. He said that we are the most responsive company he has dealt with in a longtime. Thanked me for helping him while I was on vacation, said Brad was awesome to work with and Joey was Superman.
Ed Hyer is branch manager of Innovative-IDM's Baton Rouge store. You can reach him at email@example.com