SHIFTING THE APPROACH TO CUSTOMER SERVICE

摘要

Travis Wise cannot afford a machine to be down for days at a time without it getting the critical attention it needs. When a machine is down or simply in need of regular maintenance, Wise sometimes requires an outside tech to step in and provide service. The dealers who regularly win Wingra Stone's business are the ones capable of effectively and quickly servicing equipment. "You can't be waiting hours on a callback for a down machine these days," says Wise, vice president of operations at Wingra Stone. "Generally most dealers are pretty good, but there are some who are a lot better than others."