Welcome: Set on service
People don’t just rent or buy equipment, they want solutions to their needs and challenges. Companies that address those needs will likely gain a customer for life.
by Clair D. Urbain
This issue’s rental center feature, Equipment Depot, doesn’t define itself as an equipment rental provider; instead, it defines itself as a service provider. That way of thinking has permeated through every department, every employee and it’s on its way to being the position-defining factor for its customers and prospects.
After all, people don’t just rent or buy equipment, they wants solutions to their needs and challenges. Companies that address those needs will likely gain a customer for life.
Equipment Depot has developed a Customer Experience (CX) philosophy that’s intertwined with every aspect of its Employee Experience (EX) that’s rooted in training from day one and exemplified by team members. It has even developed an employee recognition program that reinforces and rewards teammates for above and beyond or consistent customer-pleasing efforts.
Equipment Depot regularly polls its customers and employees on their opinions of the company. The survey data is compiled by outside resources to assure accuracy and gets benchmarked against the performance of other like-minded companies, many of which are Fortune 500 firms. Because of its actions, the survey compilers report the customer and employee satisfaction levels at Equipment Depot are well above other companies.
Employee satisfaction levels are at an all-time high and continue their upward trend. That’s an important factor in worker retention, which is one of the greatest challenges facing employers of all sizes.
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