The Daniel Group BlogGeneral, Service Improvement , trackback
Last week, we had our annual ServiceConnect Client Conference in Phoenix, AZ. It was hosted by Empire Southwest, the Caterpillar dealer for Arizona. It was a day and one-half of idea sharing and learning about ways to improve service delivery in the business-to-business environment. Our keynote speaker was Steve Phillips, recently retired from Harley Davidson. He led that company’s efforts to improve its service delivery. Not only was his talk inspirational but it provided practical suggestions on how to transform ones cultural environment to make it more customer focused.
We also took time to recognize several clients for their strong performances in customer service. I want to share these with you:
Best Overall Service: Puckett Machinery, Jackson, MS
Best Construction Industry Service: Johnson Machinery, Riverside, CA
Best Power Systems Industry Service: Carolina CAT, Charlotte, NC
Best Material Handling Service: Gregory Poole Equipment Co., Raleigh, NC
Best Equipment Rental Service: Empire Southwest LLC, Phoenix, AZ
While the awards above were based on quantitative performance, our interviewers and managers presented two awards that are worth noting:
Most Complete Data: Ohio CAT, Cleveland, OH (Having good data helps us get our jobs done)
Friendliest Customers: Butler Machinery Co., Fargo, ND (Our interviewers especially enjoy talking with customers of this client).
Congratulations to all. Job well done.