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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Intelligent Compressed Air® Solutions For Industry

My son was complaining about his unusually high water bill. I advised him to look for leaks around the house. Checking for leaks and how to check for them is something that I have been assisting customers with for the last 19 years. Water, compressed air, no difference. A leak is a leak. It did not take me long to find his problem. He had left the water on to a garden hose. Lying in the hot sun, it developed a bulge in the hose that eventually burst.

Leak Detector

With compressed air systems, when pressure loss becomes a problem, the first thing auditors look for are leaks. EXAIR has a handheld ultrasonic leak detector that can find leaks that you may not be able to hear. This instrument detects inaudible sounds emitted from the smallest of leaks.

Having found and fixed all the leaks, the job is not done. Over time, inefficient compressed air devices are added to the system. Air blow off probably is the leading offender and open copper pipe is usually the culprit.

open-pipe-blow-off

Open pipe not only wastes compress air but it is not compliant to the OSHA dead ended pressure and can also violate sound level exposure requirements. The solution is to install EXAIR engineered nozzles. They can cut operating costs since they use only a fraction of the compressed air of typical blow-offs and comply with the OSHA sound and dead ended pressure directives.

nozzle array

EXAIR has a full range of sizes of engineered air nozzles ranging from the size as small as a grain of rice up to 1 1/4″ NPT. With so many selections you may not know which one to decide on and that is where our application engineers come in. Feel welcomed to give them a call at 1-800-903-9247. They truly would appreciate the opportunity to assist you.

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

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

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: https://blog.exair.com/
Twitter: twitter.com/exair_rb
Facebook: http://www.facebook.com/exair