Any of President David L. Moffatt’s customers could tell stories about the difference that Prentke Romich Co. products have made in their lives. But the service goes way beyond the augmentative and alternative communication devices — just ask one of the 40 speech-impaired individuals who received one as part of the company’s “40 for 40” anniversary celebration in 2006, when Prentke donated $350,000 worth of devices.
Long before Prentke gave away devices for its 40th anniversary, it led the industry in creating a funding department to help disabled individuals acquire the products and services they needed by submitting requests to insurance companies and letting customers monitor the process.
Special occasion or not, customer service sets Prentke apart from competitors with larger sales teams and advertising budgets. The company’s sales team consists of a network of professional consultants, including former speech therapists and teachers, who aren’t paid on commission. They work directly with end-users and their therapists to provide ongoing service and support.
In addition to industry-leading two-year warranties on products that offer free shipping, free repair, or replacement and devices on loan during repair, customers have full access to a plethora of free support. Prentke offers an online knowledge base with device demonstrations, answers to technical questions and product reference guides. There’s also a language lab of curricula, lesson plans and other activities for people working with end-users.
More than 90 percent of Prentke’s field staff are accredited speech language pathologists who understand customer needs from a clinical perspective. But all new employees are encouraged to participate in the “Social Awareness” program by spending a day in the field with a consultant, meeting clients and seeing how devices are used and how their job impacts someone’s life. Device users and field staff also present at monthly company meetings to keep everyone in tune with the customer.
How to reach: Prentke Romich Co., (330) 262-1984 or www.prentrom.com
