customer service

Edouard Slams Texas, Innovative Keeps Calling on Clients

Posted August 5, 2008 by Pepper Hastings

Categories: customer service, Innovative Automation

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Innovative Automation's Houston office this morning at 8:45 a.m. reports that rain and wind are picking up but sales and service calls continue. Here's the view from the dashboard of sales rep Nick Roeder's car.

Stephen Weatherly, sales manager of IA's Houston shop, was headed out to a sales call at Mission Foods and two other clients this morning as the weather intensified as tropical storm Edouard made landfall north of the Houston metro area.

"It's supposed to get bad just about the time we finish our last call," says Weatherly. "Right now, it's raining pretty hard. Heading out in this might be worth some Legendary points," he said, referring to IA's ongoing internal competition to see which employees can provide the most aggressive customer service.

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Cookie Monster in Carrollton

Posted July 31, 2008 by Pepper Hastings

Categories: customer service, Innovative Automation

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What shows up in the breakroom this morning? A cookie basket. turns out, a prospective employee who had interviewed with Tim Mueller sent the basket as a token of his appreciation.

Maybe he knew that Innovative sends cookie baskets to many of its new customers as part of a welcome pack. Looks like we might have found a new cookie vendor, too.

Also, it's completely false that Sesame Street renamed the Cookie Monster to Veggie Monster. Just ain't true. -- ph


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What Do Dead Armadillos and Once-Great Companies Have In Common?

Posted by Pepper Hastings

Categories: customer service

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When someone mentions American Airlines, Ford and Yahoo, what comes to mind? What about Southwest Airlines, Honda, and Netflix?

The first group frustrates me with their repeated questionable decisions and poor PR after the poor decisions. The last group is bleeding edge on whatever they do and it's FUN to be a customer of theirs. I'd much rather fly Southwest than American even if you have to catch a connecting flight.

Our focus in 2008 at Innovative has been redefined. We want to make our Customer's experience with Innovative LEGENDARY. We want to do whatever the customer needs to help them succeed at their business. Any initiative that we take on this year must have an impact on how we interact with customers. If it doesn't,  it is put on the shelf.

I ran across this article written by Bill Taylor which helped to reinforce our decision to change our focus and do what other Industrial Automation companies struggle to do.

My favorite comment is:

What do they say in Texas? “The only thing in the middle of the road are yellow lines and dead armadillos.” To which we might now add: “And once-great companies that are slowly going out of business.”

Bottom line...Focus on what you are good at and everything else is just a distraction. You'll become a Dead Armadillo -- entertaining the distraction while the 18-wheeler is heading at you head on! --  Ken Skillett

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One Less Thing For You to Worry About

Posted July 14, 2008 by Pepper Hastings

Categories: customer service, Innovative Automation, Yaskawa

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Let's face it. Nobody likes orders that don't ship on time. We hate it, our customers hate it. Our goal is 100 percent on time shipments, but from time to time stuff happens.

We put ourselves in our customers' shoes and thought: "Would I rather call in and find out why my order is late or would I rather have Innovative call me ahead of time and alert me to potential delays."

The answer was obvious, and now thanks to some nifty software, we call you if there is a chance of a late shipment.  One more thing you don't have to worry about when you deal with Innovative Automation and its legendary customer service.

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