The Return of The Satisfied Customer

I love a good sequel. Sequels of sequels draw me in too – like the “Star Wars” saga, the whole “Planet Of The Apes“ franchise (including the 70’s TV shows & cartoons), and the “Back To The Future” & “The Godfather” trilogies.  And I can watch them over and over again.  In fact, my wife can’t figure out why, when I own “The Godfather” DVD box set, I’ll still watch the movies whenever they’re on cable.  Come to think of it, I don’t have a good explanation for that either…

In keeping with this penchant for continuing story lines, I had an experience yesterday that compelled me to tie together several other EXAIR blogs from this past week:  Lee Evans wrote an inspiring piece the other day on the virtues of helping someone in need.  Then, Joe Panfalone expertly nailed the familiar lament of the Application Engineer: the fact that we’re seldom privy to the results of our contributions to customers’ projects.  And right on the heels of that, Neal Raker detailed a recent experience where he was able to successfully offer advice on better living through improved housekeeping techniques…uh, don’t try that one at home, Neal!

Anyway, I got a call from a customer who was having a problem with his Reversible Drum Vac (RDV).  Seems it would pump FROM the drum just fine, but it wouldn’t develop an acceptable suction lift to vacuum his coolant INTO the drum.  He asked about getting a “rebuild kit” for the RDV.  I told him that there weren’t any moving parts, so the typical maintenance/upkeep plan for these pretty much consists of a periodic cleaning.  I sent him a great little .pdf presentation that we have available upon request, with step-by-step instructions on how to perform this cleaning and reassembly.  He sent me a quick note later that afternoon, to let me know that it worked, and they were now back in business, with just about a half an hour of labor invested.

So I was able to help someone in need, by recommending a simple procedure, and I found out that it worked to his satisfaction.   THAT was a good day.

It may sound cliché, but I don’t care: we’re proud of our service after the sale.  If you want installation advice, operational assistance, maintenance guidance, or just some “tips and tricks,” we’re happy to oblige.  Doesn’t even have to be our equipment.

I love a good sequel…”Return of The Satisfied Customer.”  Yeah; just like the Godfather movies, I’ll watch that one over and over again.

Russ Bowman
Application Engineer
EXAIR Corporation
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