Have you ever thought you were getting one thing, only to wind up with something other than what you expected? It might have evolved from a conversation that went something like this:
You: Hi there! I need a replacement widget model ABC123.
CSR on the other end: Okay, I don’t show that in my computer system, but I do show an ABC123-A.
You: Okay, will that still work?
CSR: Let me check…
At this point, you’re put on hold, and the CSR (wanting to expend as little energy as possible), spins around in their chair and asks the guy in the next cubicle. He shrugs his shoulders and says ‘I dunno, probably.’ Which is promptly and courteously translated back to you as:
‘Okay, I checked with a senior technician here and those do interchange, no problem.’ But of course, when the part arrives to, it’s not even close. Few things are more frustrating.
This is NOT how EXAIR operates. When our Customer Service reps don’t know the answer, they get up out of their chairs, walk over to the Application Engineering department and ask. And if the Application Engineers don’t know, they get up out of their chairs and ask someone who does. Often times, that’s me. If I don’t know, I find out. My name’s Dan. I work at EXAIR, and I carry a badge.
Okay, so I don’t normally carry a badge, but you can often find me with a calculator and pair of dial calipers in my hip pocket. But this isn’t a story about me, it’s a story about you, the customer.
Here’s the thing – when there is a living, breathing human being on the phone or a live chat-er that is waiting patiently for an answer, we drop whatever we are doing and find that answer for them. Not just our best guess, but the only answer that means anything – the correct one.
Why do we do this? The simple answer is because it’s the right thing to do. Sure, it’s good customer service too, but I’m willing to bet everyone here has their own personal reasons as well. Maybe it’s because we’ve all received poor customer service at one time or another. Maybe it’s because of the sense of duty that our customers deserve the right answer, no matter how much personal effort it takes on our part. Or maybe, if you’re like me, it’s because there’s something wrong with you. Just an engineer’s inquisitive nature I suppose. I want to help you get the answer you need, but I also want to find the answer because I want to know.
So, next time you have a question about one of our products, please don’t hesitate to ask. You’re not inconveniencing anyone, and you may just be helping a compulsively curious engineer!