Customer Response Time
One way to measure the success of a company in our industry is how efficiently we respond to our customer’s inquiries. As with all good customer service initiatives, we aim to be respectful and attentive to our customer’s needs.
For our team at Helical Works, we believe that the way we treat and communicate with our customers is the direct result of how we live out our four core values: integrity, relationships, quality, and respect.
Our mission is to help companies develop new technology and machinery to continually improve their efficiencies, safety, and productivity. But we can’t fulfill that mission unless we have developed strong relationships of trust with our customers.
During the early days of our company, we got a call one day from a customer whose factory went down because of a problem with a screw conveyor. He called us and asked a simple question, “How fast can you fix it?”
We replied right away with another question, “How fast can you get it to us? If you bring it here today, we’ll jump on it today.”
Fortunately, for this customer, we had the capacity and opportunity that very day to accommodate an emergency job.
So, the customer brought it to our shop that day, and we fixed it immediately while he waited. That very night, he brought it back to his factory and by the next day everything was up and running.
For us, that’s customer service. That’s the kind of customer response time that wins clients for a lifetime.
We realize that not every customer problem can be solved that quickly and efficiently. But the heart behind that story is what matters to us—our intent is to do our best to help our customers overcome the toughest operational challenges that they are currently facing.
With that in mind, we see our core values as the foundation of our success. Our goal is to practice these values every day, in every interaction with each other, with our partners, and with our customers:
- Integrity means that we are honest, reliable, sincere, and responsive.
- Relationships mean that we are inclusive, supportive, and collaborative.
- Quality means that we are committed, diligent, responsible, and accountable.
- Respect means that we are considerate, fair, principled, and ethical.
What does customer service look like to you? What values inform your company’s customer response time?
To learn more about what Helical Works is doing for customers, go to helicalworksco.com
Helical Works Co
2255 Townline Road
Abbotsford, British Columbia
Canada, V2T 6H1
Phone: 1-833-296-2234
Fax: info@helicalworksco.com
