As the clock ticked toward Friday afternoon and the weekend, Insight Services Inc. received a phone call from one of its largest clients, Reliant Energy. There was a problem.
Reliant needed Insight, an oil analysis company, to run a sample. Because of the nature of the work — the preparation and the analysis — Insight couldn’t process the information before shutting down for the weekend. But the Strongsville-based company understood the importance of the analysis and made arrangements to run the sample on Saturday — for free.
Insight refuses to follow common industry thinking that its service is just one of many tools customers need to do their jobs. Insight’s owner and CEO, Dan Richards, and his team want customers to believe the service and experience they’re receiving from Insight transcends the mere analysis that they’re purchasing. In order to provide that experience, Insight goes above and beyond in multiple ways.
Insight provides customers extensive personal counseling in cases where the oil analysis indicates a significant problem. To solve the problem, Insight schedules a conference call with the client to discuss the findings, it then recommends future testing and composes summaries of the situation for the client to more easily communicate with its nontechnical executives.
A main component of solid client relationships is teamwork. Insight reaches out to its customers in hopes of providing resources in areas that the client might lack expertise. It’s all in the name of moving forward together.
If a client is in need of expertise beyond what it can handle, Insight will pick up the tab and bring outside experts into the fold. It also offers customers monthly educational webinars and free educational seminars throughout the year. For the seminars, Insight picks a nontraditional venue like the Atlanta Motor Speedway or Cleveland Science Center to host training seminars and provide a great experience.
How to reach: Insight Services Inc., (216) 251-2510 or www.testoil.com
