Communication & Connection Is Critical

I’ve heard it a thousand times… Communication is the key to success. No matter what avenue of industry, work, or even personal life you are in, this statement rings true. At home, communication between my wife and I, as well as our network of friends is always the easiest thing to forego and not want to spend time on. Once this easy path is chosen the work kicks in because one side of the team doesn’t know what the other side of the team is doing.  Most of the time this works for us, when it doesn’t I quickly realize it would have been a better solution to discuss everything rather than assume or just make a vague attempt at what I think we need to do.

My Rucking Community

As for the network of friends, one of the best things I have learned is, we are not alone… Chances are, if you enjoy doing something or talking about certain topics, even if you are struggling, there is someone, you probably even pass them every day and don’t know. Heck, I even found a group of people that like to get outside of their comfort zones and exhaust themselves physically and mentally through rucking. The fact is, my network of friends is like my council on tough decisions or even daily life recaps, as humans we need other people and interaction is in our being.

At work, this need for communication is just as important. During times like we are currently experiencing thanks to the pandemic, we may be seeing a worst-case scenario when it comes to communicating since we have split into shifts and moved to remote work.

We have blogged before about our response as a company, we have successfully been ahead of the curve on response and how we handled our staffing as well as social-distancing before these “rules” were put out. The largest hurdle for my team was the separation and not being able to easily discuss together due to separating into two shifts. Sharing applications, or problems customers may be experiencing with each other is one of our strong suits. To be able to collaboratively use our experiences to build the best solutions or see improvements was cut in half.

So how have we been able to keep helping customers the same as before when we are divided among two shifts? In case you can’t guess, it is an abundance of communication. We use every tool available to us every single day to effectively discuss what is going on between shifts as well as seamlessly transition notes so a customer who may need contact with both shifts isn’t re-explaining themselves in the afternoon.  Is this easy? No, in fact, we haven’t performed flawlessly this entire time yet we have always kept one focus at the forefront.

We do not want our customers to experience anything different or have any additional hurdles to getting the product they need to maximize their compressed air operation.  In fact, if you have noticed a change I would love to discuss it with you personally. You see, we can’t improve without evaluating the methods, just like the 6 Steps to Compressed Air Optimization, you have to know where you are starting, then fix the leaks.

Brian Farno
Application Engineer
BrianFarno@EXAIR.com
@EXAIR_BF

New! In Stock! Sanitary Flange 316 Stainless Steel Line Vacs

Just released, we are now stocking four different pipe sizes of Sanitary Flange 316 Stainless Steel Line Vacs. We are offering these in the following sizes, 1-1/2″, 2″, 2-1/2″, and 3″ Sanitary Flange.   The performance is the same as our Stainless Steel Line Vacs,  but now it is even easier to install in sanitary flanged piping systems.  No need to get adapters or have specialty shops weld flanges on.

Model 161200-316 - 316 Stainless Steel Sanitary Flange Line Vac
Model 161200-316 – 316 Stainless Steel Sanitary Flange Line Vac

The new Line Vacs are available for purchase on their own or in a kit which includes the Line Vac, a mounting bracket for the Line Vac, pressure regulator and filter separator. The only parts you provide are the clamps, gaskets and compressed air supply.

With a wide range of sizes and materials of construction, we've got your solution. Call us.
With a wide range of sizes and materials of construction, we’ve got your solution. Call us.

These are the latest four additions to our already extensive line of in-line pneumatic conveyors.   If we do not offer a stock Line Vac that will fit your needs, we also offer custom Line Vacs to fit virtually any need you may have, just contact us and we will help you determine what will work!

Custom PVDF Line Vac
Custom PVDF Line Vac

Brian Farno
Application Engineer Manager
BrianFarno@EXAIR.com
@EXAIR_BF

Why Trust EXAIR?

Bryan Peters, the President of EXAIR Corporation blogged on January 6, 2011 about trust.   Trust is a critical element to any relationship, business or personal.  There are hundreds, if not thousands, of historic quotes based around trust. Two of my favorites are below:

“Whoever is careless with truth in small matters can not be trusted in important affairs.” – Albert Einstein

And,

We firmly believe any company that operates, or tries to operate, without trustworthiness, ethics and honesty will not be around for long.  I agree this is why EXAIR has been able to thrive for 31 years and counting and shows no signs of slowing down.  There is no better part in a conversation with a customer than when you can explain to them they can trust us to help them.  If they don’t like our options then they can return any stock items within 30 days from the date of purchase with no questions asked.

In 2014 we exceeded 100,000 customers who have seen the level of honesty, ethics, and trustworthiness EXAIR provides.

This level of service is given to each and every individual that contacts us here at EXAIR, whether it is a Production Manager, an Engineer, a Maintenance Professional, a student working on a project or a do-it-yourselfer working in their garage.   Then to show just how much we trust our customers, we offer any domestic customer to call in and place an order of up to $1,500 on a purchase order without a need of credit references or a formal account setup form.  All we need is a bill to and ship to addresses, along with a contact name and phone number.   We will then honor the PO and ship the product to you like you have been one of our longest standing customers.

Through a great deal of hard work, we remain unmatched in our level of:

  • Customer service
  • Product quality
  • Product availability
  • Technical data
  • Technical support
  • International standards compliance
  • Product line expansions
  • Distributor training and support
  • Testing capabilities and services
  • Instructional videos
  • Environmental and social responsibility

EXAIR continues to grow and accepts nothing less than our customers receiving the highest level of service, product quality, and product availability.  Even if you haven’t bought anything from us – ever.

I trust EXAIR fully with my career, my personal goals, and even the well-being of my family.  I am proud to be part of something that is much more than an 8 to 5 job and will confirm this as a company concerned with much more than the bottom dollar.

One final quote for the history books:  “EXAIR is here to help, period.” – Bryan Peters, President of EXAIR Corporation.

Brian Farno
Application Engineer Manager
BrianFarno@EXAIR.com
@EXAIR_BF

 

Image courtesy of BKCreative Commons

Customer Service?

Recently I was having some issues with my cell phone dropping calls and frequent undelivered texts, emails and voice-mails so I placed a call to my provider to see what could be done. From my previous experience with cell phone providers, I knew this was going to be a tedious process but was hoping for the best since I have been an 8+ year customer. So I contacted the company last week and explained my situation. They advised that the service in my area had been acting up and they would need to open a file on my line that could take 7 – 10 days before I would receive a response. The VERY next morning they called to tell me that there were issues with the coverage in my area but it had been resolved.

So as the week went by and I was still experiencing the same issues, I called the company back. This time I was transferred to the technical department so they could troubleshoot my device – after a 2 hour phone call, they could provide no reason as to why I was having issues and offered me no course toward a resolution. Now frustrated, I decided to visit their website and participate in their chat option to see if we could get to a resolution. No such luck, I now had to elevate the situation and speak to a manager.

funny-cell-phone

After 17 phone calls to customer service and a total of 5 online chats, I finally got the one person who was actually willing to help. After reviewing the notes on my account, she offered me a free upgrade, without extending my service contract, shipped the replacement phone for overnight delivery and waived the $40 activation fee for the new device. Of course I was pleased with this resolution but asked why it was necessary to jump through so many hoops about the same issue – “it really depends on who you talk to and if they want to do the work or not”. In my opinion, that’s a pretty sad approach toward servicing a customer.

At EXAIR, our main focus is customer service and we will make every attempt to provide assistance and handle your request(s) in a prompt and thorough manner.  The fact is, a sales person can sell just about anything once.  It is the service that you are provided – that installation and maintenance guide or 3D model that can be easily downloaded – that takes a company with amazing products over the edge.   We strive to ensure you have every possible way to reach our Application Engineers.  We are here to help you not only determine which product will work best in your application, but also to help you troubleshoot your existing product, determine what air savings you have gained from installing an engineered solution, as well as figure out ways to make your operating area a safer, quieter place for your employees.

Here are some very recent comments we have received from customers:

  • “Super fast service. EXCELLENT!” – Joe, industrial laser manufacturer
  • “I called your customer service line and Vikki Foley was very helpful and even though it was late Thursday afternoon, she sounds like she enjoys her job.” – Mark, rapid prototyping and product design company
  • “Fantastic service. Very fast responses and concise information.” – Chase, display technology manufacturer
  • “Russ Bowman was an excellent help. He was respectful and went out of his way to find information that I requested. Would definitely recommend working with Exair. Outstanding customer service!” – Kathryn, engineering consultant

We can’t ask for anything more than that. We want to do the work, we want to make it easy for you.

Please feel free to contact us – via phone @ 800-903-9247, by email techelp@exair.com or our online chat for assistance with your compressed air application today.

Justin Nicholl
Application Engineer
justinnicholl@EXAIR.com
@EXAIR_JN