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Problem-Solving Strategy Creates a Lasting Customer Relationship
Identifying a Customer’s Additional Service Needs
Recently, our Motion branch in Prince George, BC, was contacted by a Yukon gold mine with an urgent request. The customer required a rushed order on two large critical gear reducers. These reducers needed to be on-site within weeks to prevent a complete shutdown of mining operations.
While we prepared to expedite the delivery of the requested reducers, we raised our concerns that greater equipment issues were likely occurring. Wyatt Phillips, Branch Manager for the BC65 branch, noted that it was particularly odd that this customer’s gear reducer had broken down so quickly, as this equipment typically provides years of life.
“I was happy to sell the customer gearboxes, but I felt we really needed to help them find the root cause of this failure,” Wyatt said. “I asked the customer if they would be open to having a Motion Repair & Services specialist visit the site to solve this problem. The next thing the customer asked was, ‘How soon can you get here?’”
Creating a Lasting Customer by Focusing on Problem-Solving
After investigating issues surrounding the failures, we determined many problems that our Motion Repair & Services team could solve. We arranged to have a Motion Repair & Services team on-site to assess the causes of failure. Once the customer’s problems were identified, we made an action plan to ensure two of the customer’s largest conveyor drive assemblies were aligned and repaired.
Producing the drive bases required the collaboration of three Motion shops: AB59, BC28, and the new TRC manufacturing shop. On-site, two teams worked simultaneously. One team installed and aligned twin drive gear reducers on the subbases and assembled, installed, and mounted the large drive pulley assembly. Meanwhile, the second team repaired a gearbox for the customer on-site. Overall, the customer was very pleased with the work provided by our Motion Repair & Services team.
“By shifting the conversation with this customer away from the product, the whole relationship changed instantly,” Wyatt said. “We don’t sell products; we sell solutions. Our Motion Repair & Services team is truly a team of problem solvers.”
Contact Our Motion Repair & Services Team
The Motion Repair & Services team is ready to enrich your operations with our service offerings. Head to our website to learn more and see how we can assist you today.
