Customer Service

Monday, December 9, 2013 1:09PMBy Ben Kurtz |

Why does good customer service seem to surprise some folks?  We recently completed a canopy project for a client at Fort Devens in Massachusetts.  I visited the site to see the end product and to talk with our customer about our performance.  The engineer and end user on the project said they were extremely pleased with everything we had done.  The canopy we supplied was a replacement for a wood structure that failed in a windstorm.  They asked if we had any ideas for the best way to attach the existing stair rails to the new dock handrails we installed with the canopy.  What we did for them was to fabricate a bracket to make the attachment and send it to them at no charge, even though this was outside our scope.  The government engineer asked me why we would do this.  I told him:  it’s what we do.

We weren’t obligated to provide anything, but little things go a long way.    It’s what keeps us on the bidders list.  It’s what keeps our clients coming back to us time and time again.  It’s what gives our clients piece of mind when we’re on the job.  Our goal is always to make our part of your project worry and hassle free.  Being part of a company that takes care of their clients like this is one of my favorite parts of the job.


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