Field Service Again Saves Customer from Pain, Headaches, Heartache and Worse

It’s easy to complain about bad service….you’ve probably done it recently. But it takes a WOW to motivate a customer to write an email like the one below sent to one of our sales reps from a Houston area client. Big time kudos from a customer for Jon Dutton, Innovative-IDM field service technician.

From: “Michael”
Subject: Service Call
Date: Fri, Dec 20, 2019 1:42 pm

Just wanted to drop a note to thank you for your help with the Bar Loader VFD install. Your service tech Johnathon was was very knowledgeable and professional. It has been difficult in the past to bring in service techs and have them be able to jump in and steer us in the right path. We were in a severe line down situation with multiple lines down at once. Johnathon saved the month for us. I plan on installing the same systems on the 8 Bar Loaders we have left to retro fit. If you can send him out again for the next install I would appreciate it. Again, great job. Your team has saved the day and deserve our thanks. Please pass on to the appropriate people. This has been in planning for me for 6 years. I was told that it could not be done. Thanks to you guys, I got my cake and get to eat it too. Does not happen often, so again, Thanks for all your help with this project.

Regards,

MICHAEL

Maintenance Manager