Customer Service is Vital
Especially for the trades. Especially in a very busy place like South Florida. Businesses depend on the information that they receive to get jobs done.
“I’ve been in the shop a couple of different times, and it’s not very often that a customer is upset with you guys. Can you talk about customer service a little bit?”
Marques: My background originally was in food service. One thing I found in food service; people come in with a hunger. Ambiance might be one thing, but the real purpose is get something to eat.
I’ve always looked at things from the standpoint of: You get an order in; You get it out as quick as you can. When I came into the sheet metal industry over 30 years ago, that wasn’t really the mainstay. It was – we’ll get to it when we can get to it. That is not my philosophy, and it hasn’t been All County’s for 30 years. As a result, our customers know that if I say I’m going to produce something, 95% of the time we meet our deadline or before that.
So many times our customers are surprised that we end up getting the product even before they really thought they needed it.
Just an example, a lot of times because we have vertical applications for air handlers now, if the air handler is an odd shape, and the closet is an odd shape, and a 24 x 24 won’t work, but a 20 x 24 will, that’s where All County Sheet Metal comes in. They’ll call us and say, “Listen, can you get me one out quick? I’ve got two guys in the field that I’m paying, and I need a pan, 20 x 24”.
I always make mention that a lot of times we can get a pan out quicker than a lot of McDonald’s drive-thrus.