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

Not All Suppliers Are The Same

Just last week I received a package on my front porch.  This was a replacement part for a tool which I purchased used, knowing it needed the part.  The trick is, I needed it a few months ago.  I ordered the part from the manufacturer directly on July 2, 2015.  This part was said to be in stock and would ship to my home from their location which was also in the United States.  I heard good things about the company and I bought the tool with confidence I could have the part and the tool fixed quickly. I thought, no big deal I will get it within a week, fix it, and then use it.

After not receiving a shipping notification and nothing showing up at my door for two weeks I decided to call the company.  I finally got hold of a customer service representative after I had to wade through the automated phone attendant.  The person explained that they had in fact received my order and they would try to ship it out the next day so watch my email.   Well, the next day came and when it was nearing the end of the day I decided to call in again since I had still yet to receive a shipping confirmation.  This time I got in touch with a different customer service rep who explained there had been a fire in their warehouse and that nothing was shipping that day or even that week.   The fire didn’t happen that day, it had happened over 2 weeks prior to that.   Instead of notifying me when I placed my order, or even when I called in the first time I was simply told incorrect information.   I gave them the benefit of the doubt and after discussing the issue the customer rep. told me they are doing their best to get items lined up and out as quickly as they can.  It should only be a few more weeks.

I accepted the explanation and began the waiting period.  a few weeks came and I received a back-order notification in the mail, still no notification of any sort stating they are not shipping any products out.  Few more weeks and another post card.   After the third post card I had almost forgotten about it.  Finally I received an e mail, my item had shipped.  Two days later it was on my porch and packed like any other shipment.  No explanation for the delay, no apologies, and as if it was just normal business for them.

I ordered the part on July 2nd,   I received the part on October 13th.  Needless to say, the quality is good but the customer service communication is fairly lacking.

I began to think about what we do at EXAIR, and came to the realization that if something like this had happened here we would have sent out an E-News, a simple e-mail, tell customers who call in, and other forms of communication to every last customer that had an order in and we would be notifying every customer that was placing new orders.  We would be up front with the information and we would not hesitate to apologize for the inconvenience.   We have had disruptive incidents in the past which we handled this way, this is just good business etiquette.  This goes hand in hand with the fact you speak to a human when you call in to our office, all stock products (and we stock it ALL) ship same day on orders received by 3 PM ET when shipping in the US, and we will give you updates via e-mail or phone however you prefer.   Then to top it all off, we will give you a 30 day guarantee and a 5 year built to last warranty on pneumatic parts.

30 Day Guarantee
30 Day Guarantee

So if you want to be informed, treated right, get the products you need in a timely manner, and get your problem solved, you have zero reason to go with anyone else.

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