Customer Service

Always do the right thing.

Service touches every aspect of doing business, and with its far-reaching influence, there can be a lot to unpack about the subject.  At TCI Precision Metals, we have many service initiatives in place. Still, to ensure there are no misunderstandings of intent, every employee is empowered to do the right thing regarding customer service.

In today’s manufacturing environment, the significance of service often takes a backseat to the production process. However, it is crucial to recognize that service is equally vital internally and externally. Service can be a potent differentiator against competition, but to truly deliver on the promise, you must cultivate a service-oriented culture within your company.

Service in manufacturing encompasses everything beyond the actual production of goods. It involves pre-sale support, such as consulting and product customization, as well as post-sale services, like maintenance, repair, and customer support. These services are not just about mitigating immediate customer service issues; they are about building long-term relationships. They ensure customer satisfaction, build brand loyalty, and foster long-term relationships, making every interaction with a customer a valuable opportunity.

Providing excellent service ensures customers have a positive experience with your brand, increasing their likelihood of repeat purchases and referrals. A company known for its exceptional service earns trust and loyalty from customers, even amidst fierce competition. It can also support revenue generation through maintenance agreements, spare parts, and other value-added services.

Service in manufacturing extends far beyond the initial sale. It encompasses various touchpoints throughout the customer journey, including:

•  Pre-sale Consultation: Understanding customers' needs and offering tailored solutions
• Installation and Training: Ensuring seamless integration and providing training for optimal product usage
• Post-sale Support: Offering timely assistance, troubleshooting, and repairs to maintain customer satisfaction
• Lifecycle Management: Providing ongoing support, upgrades, and maintenance to prolong the lifespan of products.

Creating a Service-Oriented Culture

To instill a service-oriented culture within your company, the following key elements are critical:

• Leadership Commitment: Leadership should champion the importance of service excellence and integrate it into the company's mission and values
• Employee Training: Providing comprehensive training programs to equip employees with the skills and knowledge required to deliver outstanding service
• Empowerment and Accountability: Empowering employees to make decisions and take ownership of customer issues fosters a culture of accountability and proactive problem-solving
• Continuous Improvement: Encouraging feedback from customers and employees and using it to refine and enhance service offerings continually
• Recognition and Rewards: Acknowledging and rewarding employees who excel in delivering exceptional service reinforces desired behaviors and motivates others to follow suit

Service plays a critical role in the success of virtually every manufacturing company, extending far beyond production. By making service excellence a priority, you can differentiate your brand in the market, build strong customer relationships, and drive long-term growth.

To ingrain a service-oriented culture requires commitment, investment, and a relentless focus on exceeding customer expectations at every touchpoint. Most importantly, when service issues arise, always do the right thing.

Thanks for reading –

Ben