If you’re ever a visitor to Spectrum
Surgical Instruments Corp. and you hear
a phone ring twice, quickly take cover in
a safe place. A corporate directive mandates that the phone is never allowed to
ring more than three times. So it’s not
uncommon to see a high-ranking
employee diving for the phone if it
makes it to the second ring.
That’s just one example of the commitment to customer service that President
and CEO Rick Schultz and his employees
bring to the job each and every day.
All customer service calls are monitored.
Each week, a handful of calls from each
representative are scored by the company’s
customer service supervisor on several
key factors. This allows weaknesses to be
addressed and opportunities for additional
sales to be identified.
When an order is sent out from Spectrum,
it always includes a card that reads, “Of all
the stuff in the package, this is probably the
most important. We need to know how to
improve.” The cards are postage-paid, and
the company gets about 200 cards returned
a month with a wide range of responses.
By constantly striving to improve and
making a concerted effort to generate feedback and then respond to it promptly,
Spectrum always has its finger on the pulse
of its customers.
That is a product of a training system in
which new employees are exposed to
every department at the company before
they begin working as a customer service
representative. The system provides an
understanding and appreciation of everyone that works at Spectrum.
And when the company succeeds at serving customers, the employees benefit.
Employees averaged more than $8,000 in
bonus compensation in 2007, which contributes to a fun work environment in
which everyone continually strives to
improve.
HOW TO REACH: Spectrum Surgical Instruments Corp.,
(330) 686-4550 or www.spectrumsurgical.com