Who did the nation’s leading electrical industry magazine tap to examine customer service? Why PayneCrest, of course. In its April 2016 issue, PayneCrest Service Manager Terry Brogan is spotlighted in Electrical Contractor’s monthly “Coffee Break” feature in an article entitled: “The Importance of Being Likeable.”
In describing PayneCrest, authors Andrew McCoy and Fred Sargent note “Its signature ‘PCE way’ embodies a customer-centered philosophy with a constant drive toward creative solutions that has resulted in an impressive project resume and an enviable client roster.”
- Brogan details the best practices that he has honed with PayneCrest to ensure customer expectations are always met, including:
- Building person-to-person relationships that engender trust.
- Ensuring projects have the best chance of delivering excellence by matching the right people with the job.
- Leveraging the diverse skills of all team members, something PayneCrest has in abundance. Brogan notes PayneCrest’s “lengthy list of large industrial, electric utility, major healthcare, solar power, controls work, communications, A/V, fire alarm and other kinds of customers who regularly rely upon us for their electrical system service and maintenance needs.”
- Developing a diversity of service specialties. For example, Brogan notes that PayneCrest can proficiently address both traditional and low voltage systems, dual capabilities that allow for serving a broad spectrum of needs.
Brogan says that he’s most proud of PayneCrest’s safety record, which is reflected in its experience modification rate (EMR) of 0.55. It’s quite an achievement in an industry where the standard is 1.00.
You can reach the full article here.