They care more about the money than they do about the customer.”
The air compressor industry is embedded into nearly every industry in the world.
As of 2019, it’s estimated that over 90% of all manufacturing companies use air compressors to power their assembly lines. Whether you’re making beer, making cars, or making something in between, you likely understand the importance of a quality air compressor, and more importantly, a quality air compressor service company.
Unfortunately, there are struggles. For many, the struggles arise with service.
While new-aged machines are as high-functioning as ever, the level of expertise needed to service these compressors is even higher. Today’s compressors are far more complicated than machines of the past. Between advanced electrical controls and the addition of Variable Frequency Drives, many machines have evolved quicker than those tasked with servicing them. We’ve heard many scenarios where an inexperienced technician is unable to properly identify problems, leading to costly misdiagnoses and unnecessary maintenance for the customer.
Adding to these technical struggles, many compressor service companies also create their own logistical issues. For every service call, there should be a multilevel process required behind the scenes to make it happen, which service providers rarely prioritize. Compressor companies are responsible for understanding the scope of the job and communicating the proper details to their service technicians. Service technicians need to know where they’re going, what machine they are working on, and what specific parts they may need once in front of the problem. Most importantly, all of this information needs to be conveyed to the customer before, during, and after a service call. This is crucial, as in most scenarios proper communication could be the difference in saving or wasting thousands of dollars.
When talking with our customers who previously used our competitors, this is where their frustrations often begin. More times than not, customers will switch to us after recurring communication issues with their previous provider. There are delays in service time with no communicated reason or service techs arrive with incomplete knowledge of what the problem is, creating unnecessary delays. Furthermore, when compressors were serviced, the lack of communication as to what was completed and what remains to be done left the customer in the dark.
Though we are a proud Kaishan distributor (and would love to switch every last customer to a Kaishan compressor system!) our number one goal is providing our customers a service experience that our competition simply can’t. We invest in the most instinctive technicians the industry has to offer. Not only do our techs have top-notch skill sets, but they also come with years of experience maintaining numerous air compressor brands, not just one. Even with their expert knowledge, each of our techs goes through extensive training to ensure they are fully prepared for any situation that could arise. This is all part of the puzzle that allows us to service & maintain compressors built by Atlas Copco, Ingersoll Rand, Quincy, Sullair and Kaeser to name a few.
The other piece to our service puzzle is our communication process. With over 45 years in the industry, we’ve created a process that results in clear and timely communication with all parties involved. In a world run by automated systems, we remain “old school”, meaning that when our customers call, an actual person is here to assist. We take the time to ask any and all questions needed to ensure that our techs go into the job fully prepared. Combining this one-on-one communication with our same day service guarantee gives customers the security they seek. When a technician leaves a customer’s facility, our internal service team is immediately communicating with the customer to recap and discuss the next steps, so the customer is never left in the dark.
Thoughts from our CEO, Adam Pettit:
“The Industrial Air Compressor Industry has fallen very blind and lazy in recent years, especially the larger direct manufacturer service centers. They take the customer for granted and have taken on the attitude that customers will still come to them because they carry the factory name. They have slimmed down their presence of local service teams with operations hours away from our service area, burdening their customers with long service lead times. In addition to their customer-last approach, they also charge a higher premium for inadequate service. Not to mention decisively calculated, overpriced service contracts/plans that they required to maintain warranties on their equipment. They care more about the money than they do about the customer.”