A Customer Service Experience

Upon moving to our new house, quite a distance from our old location, my wife and I were looking for a new “go to” restaurant that would be close to our new digs.

I did a Google search and found a place that was only a couple miles away and had good reviews. My wife and I went in and it was a quaint little place. The food was good, as expected, but the service was not.

We discussed the lackluster service and decided to go again about a week later hoping it was an isolated incident. On this visit we had a different server (which turned out to be the owner). Long story short, the service was again not good. It took a long time to place our order and receive our food.

I was ready to just write them off but my wife has a very soft and forgiving heart. So against my vote we go a third time. Which turned out to be a carbon copy of the 1st visit. With one great exception, we left after we had been there 25 minutes and our order was not taken. So, now we drive farther to our “old standby” because the service makes the difference to us.

The chart below is representative of reasons business’s lose customers.

Pie Chart

Fortunately, EXAIR is a customer centric organization.   EXAIR ensures that the staffing is present to handle your needs with the care and quickness you deserve and our culture dictates that we serve you effectively and efficiently!  With both a Customer Service and Application Engineering Department we can handle your questions and requests consistently and accurately. Speak with a real person, and learn from over 159 years worth of combined manufacturing experience.

Did you know that most items are available for same day shipping (limits on quantities) with orders that can be processed by 3:00PM Eastern Time for the USA?  Last but certainly not least EXAIR offer’s a 30 day money back guarantee on all our catalog items within 30 days of the purchase date!

When you are looking for quiet and efficient point of use compressed air products or static reduction devices, give us a call.  Experience the EXAIR difference first hand and receive the great customer service, products and attention you deserve!  We would enjoy hearing from you.

Steve Harrison
Application Engineer
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EXAIR Application Details Guide

The EXAIR website is valuable resource for reviewing and getting information about the many Intelligent Compressed Air® Products that we manufacture and sell.  It is a good place to learn more about the products, how they work, calculate air savings, see the many styles and materials of construction and much, much more.

If you have a specific application and would like us to review the process parameters and get our recommendation as to the best way to solve the issue, you can utilize the Application Assistance Worksheet located on the Left Menu Bar on many of the Product Pages.

Capture

Clicking on the Application Assistance Worksheet will provide you with a couple of ways to access the form.  Choosing one of the options will present you with the form below.

ApplicationDetailsGuide

This form has sections regarding Process Description, Part Specifications, Product Movement, and Other for general information.  By filling out this form with as much detail possible, and then online submitting or emailing to applications@exair.com, one of our Application Engineers will review and be in contact with you to further discuss in preparation for presenting a solution for you.

Or – to discuss your processes and how an EXAIR Intelligent Compressed Air® Product can provide a beneficial service, feel free to contact EXAIR and myself or one of our other Application Engineers can help you determine the best solution.

Brian Bergmann
Application Engineer

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Twitter: @EXAIR_BB

 

Video Blog: Meet Brian Bergmann, Application Engineer

Here is a brief video that provides a few details about my background and interests.

To discuss your application and how an EXAIR Intelligent Compressed Air Product can help your process, feel free to contact EXAIR and myself or one of our Application Engineers can help you determine the best solution.

Brian Bergmann
Application Engineer

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Twitter: @EXAIR_BB

Escape to the Hills

I’m leaving for a short three day vacation this week in Hocking Hills. This is my biannual family reunion of my Great Grandfather’s family the Trouts. This will be our 7th or 8th trip down there, and I still have yet to go hiking at Old Man’s Cave, the local tourist attraction. I have always stuck closer to the pool and the golf course and away from the trail. Russ Bowman puts me to shame. He heads up there every year with his boys to go hiking and camping, and we tend to stay at a cabin which is more like a hotel with some wood paneling. To each their own.

For my parent’s generation the reunion is a chance to catch up with cousins that they spent summers with growing up. For my generation, it is a chance to meet and reconnect with our second cousins that we normally would only see at weddings and funerals. The three day reunion allows a longer more free flowing opportunity to see who people are. It is a different perceptive to get to know people that have a lot of history in common, but you only see once in a while. Most of the weekend is amazingly unscheduled, so you can come and go as you please.

This will be different for me. I’m taking my son who was born last August to meet his third cousins. It is different for a couple reasons. First, now I don’t just have to worry how I behave at the family reunion. I have to make sure my son doesn’t head-butt the other babies like he has been known to do at day care. Second, my family gets to see him grow up and learn stories about me when I was his age through the eyes of the people that were there and knew me best. I hope they stay away from a few stories until he is older, but probably not.

Getting together with the family reminds me of working here at EXAIR. As we witnessed with the Professor’s departure, and Dear Joe’s departure we see that some people might chose to not come into work everyday anymore, but they are always a member of our community. As time passes we are constantly reminded of their impact. With the Professor’s message we constantly drive to safe customers compressed air energy, and Joe always reminded us that we are here for the customer first, and if you can, help them in any way you should.

But, of course, the messages from those two individuals are the result of EXAIR’s company culture, our product’s ability to solve customer problems, and EXAIR’s commitment to customer service.

Contact an Application Engineer today to join our family of customers.

Dave Woerner
Application Engineer
@EXAIR_DW
DaveWoerner@EXAIR.com

Video Blog: Meet Brian Farno

In case you haven’t seen or heard enough of me through the informal videos, here is a brief video that tells a little about myself, my background, and what I like to do outside of work.

Brian Farno
Application Engineer
BrianFarno@EXAIR.com
@EXAIR_BF

Knowledge Is More Powerful than Hardware

Two weeks ago, my wife and I went shopping for a wearable baby carrier for our new son. We had searched on the internet for prices and materials for the carriers, but to make the final purchase, we wanted purchase it from a store. With the rest of our baby purchases, I was able to talk to my brother, sister-in-law, or coworkers to get a feel for brands and products.  For some items, a brand name was well worth the expense, and for other items any version would do.  Some of the great advice we got was that any garbage can with a lid made a good diaper pail, because even the best smell eliminating filtration would not contain the smell that will build up, if you don’t change the bag early and often. However, when it came to a wearable baby carrier, it was a new age item in my family, so no one we knew had one we could try.

Also, we didn’t know anyone who was currently using a brand that gave a good review or had a lot of experience, so we had to rely on what we could put together from the internet. We surfed the internet and found videos put out by several companies and how-to’s done by the DIY folks, but couldn’t determine a clear way we wanted to go, because on the internet everything seems great. So, we pack the 5 day old infant up in the SUV, and head to the store to see what we can find. We went to the big box store and found some inexpensive carriers that came with all sorts of nylon fiber, straps,  and snaps, but no one was there to help us or had any idea, which product might work better for us.

book of knowledge

 

With the cost of the this carrier in mind, we went to the more boutique shop to see what we might find. The store is a small shop that is known for selling specialty products that are outside of the normal baby shower gifts. Here, we were greeted at the door by a helpful gentleman, who asked how he could help. He promptly pointed us the carriers he stocked and encouraged us to look around and open the packaging to see, if his products would work out for us. He freely admitted that he did not have a lot of experience with the specifics of each brand, but gave us the name and contact number of a clerk who specialized in the field. This clerk also taught classes to better understand how to use the product. The man encouraged us to attend the class and advised us, if we want to get one today, we would be welcome to return it. My wife was able to try the different brands, and see what work for her. With the baby carrier we eventually bought, we found detailed print instructions and a website that we could pull up on our phone with video and photos of several applications. She went ahead and tried out the carrier with the baby, and we browsed through the rest of the store.  After 45 minutes of shopping, my son was sleeping in the carrier and my wife successfully avoiding the women’s clothing section of the store. Whew

We purchased the carrier that day feeling confident that it would work for us, but knowing that if we had a problem that a person would be able to help us, if we returned the item. Though the man minding the store didn’t know the answers to all our questions, he did know how to get the answers to our questions, and encouraged us to try out his products to see, if they would fit our needs. When we got home and looked at what we bought, it really was a simple device – some fabric and a few metal rings that we may have been able to make or source ourselves. In most instances, I would have had a small amount of buyers remorse, because the product I had purchased was more expensive than what we could have purchased at the big box store. But with the confidence I had that the purchase was perfect for us, I would buy the same product again.

Working at EXAIR, I really enjoying sharing our success stories with other customers.  Though we are always going to speak about our products in the best light, we can tell you with confidence whether or not our products are going to work in your application. Having a knowledgeable sales staff that knows our products and its application is not an easy commodity to come by, but one that I value in the businesses from which I purchase. EXAIR’s Application Engineers are available over the phone, through email or with a chat. Don’t hesitate to ask any question about our products or your application.

Dave Woerner
Application Engineer
DaveWoerner@EXAIR.com
@EXAIR_DW

 

Image from Tessss. Creative Commons License