We recently asked Don Barbee, Clifford Power System’s Customer Service Manager, what his thoughts are on providing excellence in customer service.
“If you are a child of the ‘60’s or an ‘oldies’ music fan, you may be familiar with a tune by James Taylor. “Winter, spring, summer or fall… all you have to do is call, and I’ll be there, yes I will. You’ve got a friend.”
You have choices when purchasing a generator. There are different manufacturers with differing options, sizes, and pricing. And once you’ve made the decision, the purchase of a generator is just the beginning of a business relationship. The service you receive after the sale is every bit as important as the sale itself. You’ve purchased a generator for one purpose; to have back-up power in case of an emergency. You want to know that when the power goes out, your generator will come on and perform, providing power when you need it.
Chances are that you put a fair amount of time and effort into choosing the right unit to fit your needs. You’re expecting that unit to provide back-up power for the next 10, 15 or 20 years. To ensure proper operation over the lifetime of that generator, you will need to have the unit serviced and maintained to the highest of standards. The purchase is a one-time event however, the service spans the lifetime of the unit. Therefore, choosing your service provider is even more important than choosing the generator itself. You need a company (friend) that has expertise in generator service maintenance.
What are some important questions to consider when choosing a service provider?
- Can they respond quickly to a service need?
- Can they be reached 24/7/365?
- Do they have enough service technicians to adequately serve their customers?
- Are their technicians certified generator technicians with on-going training?
- Are they certified to service residential, commercial & industrial generators?
- Do they stock parts for routine maintenance?
- Do they have a Mission Statement? Do they know why they are in business?
- Is Customer Service just a slogan, a department, or is it a way of doing business?
At Clifford Power Systems (CPS), our mission is to be the provider of choice in the power generation industry. We do this by providing our customers with service above and beyond their expectations. We indeed have a Customer Service Department at CPS, but for us, customer service is a way of life. We have employees who genuinely care about our customers. We want to treat you the way we want to be treated as customers. We constantly strive to improve our procedures and processes to provide efficient and effective service to our customers.
As hard as we work to go above and beyond for our customers, there are times when we miss the mark. Every company is going to miss the mark at some point, but at Clifford Power Systems we want to work as hard at resolving your issue as we did at getting your business initially. When you call us, you can expect to speak with a real, live person. With eleven branches spread across six states, this can be a challenge, but we have people ready and willing to take your call. You can expect us to listen with an empathetic ear. We want to ensure that you are treated with respect and that we appreciate the urgency and understand the issue you are experiencing. You can expect a ‘problem-solving’ attitude from our employees. Some answers are simple; others are complex and require research or additional expertise and teamwork from several CPS team members. Rest assured, we will bring our can-do attitude to finding a solution for any and every need you may have.
Winter, spring, summer or fall…you’ve got a friend at Clifford Power!”