From engineering solutions to help solve the BP Oil Spill to protecting a museum’s irreplaceable artifacts from fire, Fike’s industrial safety solutions can vary greatly.
But what’s consistent in its wide array of capabilities is the personable customer service for which Fike is known.
Customer experience
Building an allegiance of happy, loyal customers comes from the relationship they experience through every touchpoint within an organization. And while customer service falls on every person in an organization, some contributors are tasked with that role day in and day out. Fike's emphasis on customer service displayed throughout in the form of timeliness, dedication, and care
October 7-11 is recognized as Customer Service Week. Fike wants to celebrate the emphasis on customer service displayed throughout our organization in the form of timeliness, dedication, and care offered to each of our valued customers.
Technical support
Fire protection system design, installation, and commissioning require intricate yet easy-to-understand technical support.
The support teams include engineers, members of safety committees such as NFPA and ATEX, and teams who have undergone additional training to help answer the technical questions expected of our customers.
Expertise to Count On
Following a customer support request, John Bonnier of FPS, a Fike fire protection business partner, reached out following a customer support request with Chris Hanson, Fike Electrical Support Specialist.
“Chris went way above the level of what I would consider doing his job when I had my back against a deadline with a co-location communications company. Chris not only gave expert technical help but also went far out of his way to support us after normal technical support hours. I cannot stress how important it was for us to meet that particular deadline, and without Chris’s help it just would not have happened,” said John Bonnier, FPS.
The Importance of On-Time Delivery
Fike can deliver a solution is always a top priority, regardless of when the purchase order is received
The Fike team understands perhaps better than anyone that disaster doesn’t wait. That’s why the speed at which Fike can deliver a solution is always a top priority, regardless of when the purchase order is received.
Fike Project Manager, Kyle Yoakum, recalled a recent scenario where timeliness was essential to keeping a Chicago-based Energy Company protected from explosion hazards, “A new drawing package was turned around after a day’s notice from receiving the purchase order. The applications team committed to the task and worked late on a Friday to push out the needed design so that installation contractors could use it during that weekend’s work.
Accommodating customer needs
“The customer needed the product fast, and Fike ensured that equipment was pushed through delivery within the week of order with the collective efforts from our receiving department, new order entry, manufacturing, and shipping.
“Our in-house technicians stepped up and hand-delivered parts on a Saturday. In addition, we had four technicians on-site the following week working extended hours to accommodate the customer’s needs.”
Building Relationships that Trust in Fike
One of Fike’s primary core values is to have an intimate awareness of our customer’s needs
One of Fike’s primary core values is to have an intimate awareness of our customer’s needs. It measures this value’s success by the feedback it receives from its business partners and customers.
Jason Tomlin, Vice President of Special Fire Systems, noted that the expertise, reliability, and importance displayed by Tina Barnett, Fike Senior Account Coordinator, ensure they receive the support needed to best solve their customer’s needs.
Customer service
“The customer service provided makes Fike stand out, and we at Special Fire Systems want to make sure Tina Barnett was acknowledged for it.”
“This will continue as long as we offer the appropriate response to our customer’s needs and are perceived as the best, most knowledgeable, and service-driven manufacturer in the market,” said Jason Tomlin, Vice President of Special Fire Systems.
Success Defined By Customer Satisfaction
At the core of a great business is unforgettable customer service experiences that often go unreported or underappreciated. Above are just a few stories among countless others that highlight why Fike values and celebrates its dedicated customer service staff.
Without the customer service team’s ability to listen, understand, and solve the problems of the customers, Fike simply wouldn’t be recognized as one of the world’s top industrial safety solutions organizations.
