Month: February 2012

Who’s Who In Customer Service…Is It You?

Published on by Russ BowmanLeave a comment

It’s been said that if you work for a company that sells a product or provides a service, then you’re in customer service…from accounting, to IT, to production, to shipping & receiving, and all points in between. Your company’s customer service/sales/application engineering folks are merely the face of the customer service entity that is your company. I know this not only because I currently work in application engineering, nor just because I have worked “behind the scenes” before, but also because I occasionally experience good customer service from our customers. Sound strange? Let me explain:

Recently, I got to talk to an engineer who has been tasked with making improvements to a production line. It just so happens, they make the razor blades that I use on this particular line. He liked the fact that I was familiar with his product, and I liked the fact that he was enthusiastic about his product. It’s not the cheapest razor blade on the shelf, but I’ve never minded paying more for its quality, and now, that’s been reinforced because I know that the folks who make them take great pride in their product.

At a previous job, I used to deal with a prominent bakery who made very popular cookies. We would often joke with them about needing a sample of their product so that we could ensure we were providing the right equipment. One time, their purchasing agent actually sent us some. Just like the razor blades, these cookies carry a premium price, which, just like the razor blades, is worth every penny to me.

In researching our family summer vacation this year, I found out that the folks at Disney are keen on empowering all of their employees, regardless of job title, to be the face of The Mouse, as it were. I found a review written by a more-than-satisfied visitor of the Magic Kingdom theme park, who had asked a maintenance worker for directions to a particular attraction. The worker could have just pointed them in the direction of the attraction, but instead, he hoisted his broom like a drum major’s baton, and led the family, parade-style, to their destination. The kids, of course, loved it, and the whole family enjoyed what Disney calls a “WOW moment.” Now, I can’t wait to find out what’s in store when we visit!

If you’ve ever had the occasion to call EXAIR, you may have noticed that we don’t have an automated phone system – during our normal business hours, you’ll talk to a real live person, every time, who will promptly get you to a real live person that can expertly answer your question, every time, and you’ll never get someone’s voice mail unless you ask for it. It may not be a “WOW moment” exactly, but I hear it’s getting rarer and rarer these days. Bottom line is, we want you to feel the same about EXAIR’s products as I feel about my particular brands of razor blades and favorite cookies.

Do you have an opportunity to connect with a customer of your company, regardless of what your job title is? You never know when that “touch” might lead to, or strengthen, a long and beneficial relationship with that customer. And wouldn’t that be nice?

Russ Bowman
Application Engineer
EXAIR Corporation
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
Web: http://www.exair.com
Blog: http://blog.exair.com/
Twitter: twitter.com/exair_rb
Facebook: http://www.facebook.com/exair

So What’s in A Job Description?

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Job descriptions have evolved as important part in establishing pay scales. As with any well-meaning endeavor it comes with a downside; we’ve slipped into a culture of “it’s not my job“.  This profligates inefficiencies forcing employers to seek out alternatives to remain competitive giving birth to automation, outsourcing, contracted temps, and offshoring to name a few.

Paradigms are tough to change and sometimes it takes a crisis like what was experience by the automakers. The shock and awe of a collapsing market changed their corporate culture and with that they are making a comeback.

The mantra today is to  bring the jobs back. In reality some of those jobs will never come back because they have been replaced with automation and improved processes. What jobs we can bring back, need to be protected from the “not my job” syndrome otherwise more efficient alternatives will eradicate those too. Machines may be able to perform functions efficiently and consistently but they will not replace human intervention. There will always be a need for human assessment and direction to be applied through engagement within these functions.

Politicians are touting small businesses as the backbone of our economy. Why is that? Because with smaller groups, everyone from the owner to the laborer, has to work as a team. Focusing on the customer, everyone is cognizant of what needs to be done. Small businesses do not have access to large amounts of capital to cover up inefficiency. Thus the survival of the company is the job description of everyone.

EXAIR is a small business and we have the team concept which is why we have enjoyed growth since our inception 28 years ago. We would like you to challenge us with your application and witness firsthand the fruits of teamwork. Call one of our application engineers at 1-800-903-9247 and experience it for yourself.

Joe Panfalone
Application Engineer

Phone (513) 671-3322
Fax   (513) 671-3363
Web: www.exair.com
Twitter: www.twitter.com/exair_jp
Facebook: http://www.facebook.com/exair

Smells

Published on by Russ Bowman1 Comment

I can’t wait to get home tonight. Before I left the house to seek my fortune this morning, I put the basic ingredients for dinner in the crock pot: a couple of boneless, skinless chicken breasts, a can of chicken broth, and a packet of taco seasoning. When I walk in the door this evening, my house is gonna smell like my favorite Mexican restaurant.

Smells can be powerful, especially as memory-joggers. The smell of bacon frying always makes me think of Scout campouts. Lilac reminds me of spring, at my childhood home – the first thing my Dad had done when he bought the place was to plant a lilac bush outside the corner of the family room, where the odor couldn’t help but waft through the open windows. It’s like the house was designed for it.

You can get used to smells, too. Just for fun (well, also for patriotism, adventure, and fulfillment of my enlistment obligation), I used to go to sea on a Trident submarine, where we would spend 2-3 months completely submerged. The Boat had a scent all its own: a unique mixture of lube oil, amine, steam plant treatment chemicals, the body odor of 150+ sailors, etc. When you first climb down the ladder, it’s just…different. Not necessarily unpleasant; just different. The first time I returned from a patrol, though, I left my sea bag in the living room. The next morning, when I awoke and emerged from my bedroom, I encountered the foulest stench I think I’ve ever smelled…from then on, the sea bag stayed in the garage, and everything inside went to the laundromat or the trashcan the next morning.

Ozone has a particular, unmistakable odor, one that you won’t forget, but also one that most find hard to describe. I’ve heard it called sweet, pungent, metallic…I think it smells “clean,” perhaps because I associate it with electrostatic air cleaners.

As it turns out, knowing what ozone smells like is a valuable asset if you want to know if your EXAIR Static Eliminator is working properly. Assuming it’s readily accessible, the easiest and quickest test you can perform is to turn off the compressed air supply, leave the power supply energized, and sniff for the presence of ozone at the emitter point(s). Basically, if it’s making ozone, it’s working.

If you’re still not 100% sure, we have a Static Eliminator Cleaning and Maintenance Guide that will walk you through an electrical check of the equipment. It’s available upon request – just ask an Application Engineer.

Even if your Static Eliminator is up and running just like it did when it was new, right out of the box, though, there are other variables that might limit its effectiveness: air supply, mounting location, angle/direction of air flow, surface contact time (just to name the usual suspects) all come in to play. If you know your Static Eliminator is working properly, and you’re still not getting the results you’re looking for, perhaps it’s time to quantify the problem…that’s where our Static Meter can help. It allows you to easily and accurately measure the static charge on your material, both before and after Static Elimination. This data will be key to finding the problem, and determining the solution.

Of course, our Application Engineering team is eager to help, if you have any questions about installation, operation, “tips and tricks,” etc. Just know that you might get several different answers about what ozone smells like.

Russ Bowman
Application Engineer
EXAIR Corporation
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
Web: http://www.exair.com
Blog: http://blog.exair.com/
Twitter: twitter.com/exair_rb
Facebook: http://www.facebook.com/exair

Addressing Customer Concerns

Published on by Neal RakerLeave a comment

Recently, a customer considering one of our Cabinet Cooler Systems for his electronics panel had concern about the size of the existing compressed air line that was available. Following is a transcript of our discussion.

RE: EXAIR Cabinet Cooler model HT4325 (High Temp NEMA 12 Cabinet Cooler System, 1700 Btu/hr., with 120 VAC thermostat control)

Neal,

What do we need for PSI to run this cooler (model HT4325 High Temp NEMA 12 Cabinet Cooler System, 1700 Btu/hr., with 120 VAC thermostat control), right now we have a ¼ line, not sure if we have the pressure to run this system.

Thanks, Jeff

Hello Jeff,

Our Cabinet Cooler System cooling power specification is given with 100 PSIG inlet pressure. The Cabinet Cooler Systems can operate at lower input pressures, but the effective cooling power is also reduced accordingly.

Regarding your question about air line size; it depends on exactly what you mean by ‘¼ line’. Also, it isn’t just pressure, but also volume that is a concern.  If you mean ¼ NPT pipe that is less than 25 ft from the main compressed air header pipe, then that would be sufficient. If you mean ¼” hose or ¼” tube, those will not be sufficient to power this specific product.

Under-sizing compressed air lines just like attempting to breathe under water with one of those little coffee stirring straws.  It simply doesn’t have the capacity to flow the air volume needed efficiently and effectively due to the small cross-sectional area. The result is a “choked flow”. Again, refer to the coffee stirring straw analogy. You would be choking for air almost immediately.

In my experience, it is amazing how many folks let a $10.00 hose hold them up from implementing what could be a game changing solution for their application. Hose / pipe is not so expensive that it could not easily be up-sized to the proper diameter (1/2” ID hose or larger, depending on distance). If you double the hose diameter, you quadruple the cross-sectional area through which the air volume can flow. And it isn’t going to cost you any more in compressed air because the cooler self regulates with thermostat control to use only the air it needs to maintain target temperature inside your panel. Don’t let up-sizing the existing line be a hindrance to your progress. It is not a matter of using more air. It is a matter of using the air you need more effectively by eliminating power robbing pressure drops. So why not give the Cabinet Cooler a fighting chance of success by plumbing properly? If it was an electrically operated product, you would not give a second thought to using the proper size circuit breaker and wire gage, would you? The same rationale should be applied to compressed air lines as a properly sized air line will make the difference between success and failure. This kind of thought process holds true for any kind of pneumatic device whether an air nozzle, a Line Vac conveyor, or a Reversible Drum Vacuum System.

We want to do everything we can to help educate customers on the background issues which affect product performance as much as we can for obvious reason. If you have any further questions, please let me know.

Best regards,
Neal Raker
Application Engineer
nealraker@exair.com