“Legendary Customer Service” We’ve all heard it before, and frankly were a bit skeptical before we had the pleasure of speaking with Gene Gray, the President of Innovative IDM. As Gene phrased it, “Customer Service is a way of life,” and he backs up the statement with facts.
Every day, all employees gather in “Club Innovative,” the training rooms in each of their six locations for the “Hoopla Meeting.” In five minutes, five acts of legendary customer service are presented. And that’s complete with disco ball & sound system and an ongoing contest to encourage not only serving the customer, but also in recognizing co-workers for doing so. Sound a bit hokey? Maybe, but consider this:
- Every 90 days, every employee hears about 180 examples of superior customer service
- i.e., Customer Service really does become a way of life
- 76% of Innovative IDM’s customers rate their service as “Far Better” than competitors
Now that’s a customer focused culture!
And of course, there’s more… I was particularly intrigued by the evolution of the company which started out as a High Tech Distributor of components and then added Field Service, then Repair, then Engineering Services like Refurbishing, then Retrofitting and System Integration and finally Contract Manufacturing.
Those services are all delivered to customers in a wide variety industries supported by Innovative IDM’s deep product and application knowledge.
Bottom line, this is a must hear story. Listen and learn about how Innovative IDM pulled off in excess of 300% growth over the last 5 years while many of us were mired in a recession these folks simply chose to ignore.