Carey Dupuy, North America Director of Sales/Marketing, and John Schroeder, WEBER's Spare Parts, Serve, and Repair Team Leader, talk about WEBER's belief and commitment to exceptional customer service.
WEBER’s belief in customer service really starts at our core, and that’s with Mr. Weber, who’s the owner of WEBER Screwdriving Systems today. He will tell you that the customer is king. That is a motto that truly rings throughout all of the halls of WEBER here in Mooresville, North Carolina as well.
We are always striving to be as quick and as honest as possible when a customer does reach out. If you miss, and are interested in reliving that old school level of customer service where someone always answers the phone, you are always talking to a live person, it’s never going to a call center. And a lot of times you could be talking to the person that designed or built your machine. I think that is really, really important when it comes to customer service. Our production guys know some of our customers by name; it’s just a level of support that’s rare to find these days.
I’m always available by phone, through email, or through text, or Teams - however a customer wants to reach out to us. I’m always going to be available, or my team members will be available in case I’m not. I have great guys that work for me and work underneath me to help support the product and continue to do so after hours, on weekends, during vacations, during time off; everyone is always available to try to support the customer and help as quickly as possible.
We are there with them through the conception of the project all the way through commissioning and after sales and support. We are there 24 hours a day, 7 days a week. Anytime they need anything from us, we are always there to support them and make sure their production lines continue to run.