Q: What is 银服务®?

银服务® is 365app手机版下载’s commitment to providing the best heavy equipment customer service. 艾尔富 developed the 银服务® policy in 1986 at a strategic planning meeting with the conviction that the company’s attitude toward its customers had the potential to set it apart in the marketplace. 他说, “The most important element of the Arnold Machinery company culture is a total commitment to customer satisfaction that starts with the top of the organization with the Chairman and the President and that influences everything we do every day.” Years later, 银服务® continues to be the best customer service in the mining, 材料处理, 建筑及一般器具工业. 365app手机版下载的所有员工, 从现场技术人员到零件部门, 从我们的金融服务到高层管理, 所有人都对我们的客户负有同样的责任, 我们的供应商, 并互相给予优良的服务, SILVER SERVICE®.

Q: What is the difference between standard customer service and 银服务®?

Most company’s have great customer service where they provide their customers with friendly, 及时的, 周到的服务. They make sure their customer’s needs are met in a way that reflects positively on their business and leaves the customer feeling satisfied with their experience. 银服务® is a step far beyond this. While most companies have limits on how much they are willing to do to keep their customer’s satisfied and returning, 除了保护他们的经济损失, 这些限制通常是基于这样的担忧，即如果给予客户这样做的自由，他们会利用这些限制. 我们365app手机版下载就没有这种担心. 根据我们的经验，大多数人都是通情达理的、诚实的. 我们给我们的客户自由定义什么将使他们与我们的体验是一个优秀的. 当你和别人建立关系时，这一点就会让你变得完全不同. 在自由战胜恐惧的地方，信任就能蓬勃发展.

Question 1

What is 银服务®?

Accepted Answer

银服务® is &#51;&#54;&#53;&#97;&#112;&#112;&#25163;&#26426;&#29256;&#19979;&#36733;&#8217;s commitment to providing the best heavy equipment customer service. 艾尔富 developed the 银服务® policy in 1986 at a strategic planning meeting with the conviction that the company&#8217;s attitude toward its customers had the potential to set it apart in the marketplace. 他说, &#8220;The most important element of the Arnold Machinery company culture is a total commitment to customer satisfaction that starts with the top of the organization with the Chairman and the President and that influences everything we do every day.&#8221; Years later, 银服务® continues to be the best customer service in the mining, 材料处理, 建筑及一般器具工业. &#51;&#54;&#53;&#97;&#112;&#112;&#25163;&#26426;&#29256;&#19979;&#36733;的所有员工, 从现场技术人员到零件部门, 从我们的金融服务到高层管理, 所有人都对我们的客户负有同样的责任, 我们的供应商, 并互相给予优良的服务, SILVER SERVICE®.

Question 2

What is the difference between standard customer service and 银服务®?

Accepted Answer

Most company&#8217;s have great customer service where they provide their customers with friendly, 及时的, 周到的服务. They make sure their customer&#8217;s needs are met in a way that reflects positively on their business and leaves the customer feeling satisfied with their experience. 银服务® is a step far beyond this. While most companies have limits on how much they are willing to do to keep their customer&#8217;s satisfied and returning, 除了保护他们的经济损失, 这些限制通常是基于这样的担忧，即如果给予客户这样做的自由，他们会利用这些限制. 我们&#51;&#54;&#53;&#97;&#112;&#112;&#25163;&#26426;&#29256;&#19979;&#36733;就没有这种担心. 根据我们的经验，大多数人都是通情达理的、诚实的. 我们给我们的客户自由定义什么将使他们与我们的体验是一个优秀的. 当你和别人建立关系时，这一点就会让你变得完全不同. 在自由战胜恐惧的地方，信任就能蓬勃发展.

Question 3

Why is 银服务® so important for heavy equipment customers?

Accepted Answer

我们知道拥有重型和工业设备的成本很高. 如果你的设备坏了，它会给你带来压力并影响你的业务. 在365app手机版下载，我们致力于帮助您保持您的业务运行. 银服务® is a safety net for you. It’s peace of mind that you will always be happy with every single purchase and service you receive from us, if you’re not happy for any reason, 我们将尽我们所能，在道德上做出正确的选择，让您100%满意.
拥有重型设备是一项长期投资. 银服务® can begin with our 新设备销售在采购过程中，他们会确保你感到舒适. Beyond that, 银服务® continues into our 部分部门与零件助手一起，确保他们能找到你要找的确切零件, 在你需要的那一天, 进入我们的服务部门，在那里你可以得到顶部采矿服务现场技术人员.
This 银服务® standard doesn’t stop with our mining division, 它继续到我们的其他部门: 建设, 材料处理, 一般的实现. 你必须亲身经历才能相信!

Question 4

What are some examples of 银服务®?

Accepted Answer

银服务® might be something you have to experience to believe but we hope the following examples will start to convince you of the power of 银服务®:

1.有一次，我们给了一位不高兴的客户一张50万美元的支票. 客户购买了一个制沙厂, 销售人员对设备的性能给出了不准确的建议. 现场技术人员不能使这些机器令人满意地工作, 所以购买价格被退还了, 客户保留了设备. -银服务® The Foundation of a Management Philosophy, page 34.

2. 几年后, 盐湖城的一家大型清洁用品公司订购了一批燃气叉车, 但他们没有考虑到他们将在一年中大部分时间里在一个封闭的仓库中使用它们. 当然，排放是一个问题. 365app手机版下载收回了全部13台机器，客户没有承担任何责任. 然后，该公司投标用电动电梯取代煤气机. Arnold Machinery got a $1M sale, became the customer’s materials handling supplier nationwide. -银服务® The Foundation of a Management Philosophy, page 36.

3. 来自丹佛谷歌评论频道Kyle West的报道: “Being a small business operator I can say that you learn a lot about areas you never thought you need to learn about almost daily. 对我来说，其中一个领域就是学习如何购买二手叉车. I can say I know my way around a tool box and most mechanical pieces of equipment but I’m defiantly no forklift mechanic. 这在我们第一次从当地另一家叉车经销商那里购买二手电梯的经历中发挥了作用. The different experience between Arnold Machinery’s “银服务” and other dealers “used car salesman” service, 白天和黑夜. 我们被另一家经销商以9000美元的价格卖给了一辆破旧的尼桑. At the point of purchasing I noticed the forklift wasn’t sounding right. Again I’m no expert. 这是一种有点刺耳的声音. 我向销售人员指出了这一点，但他不以为然. 在机器上使用不到5小时，我们就有一个推缸吹密封. When the other companies tech came out to do that repair he made a comment about how bad our drive motor was… Nothing changed and we haven’t used the machine more than 5 hrs! 大约一个月后，又过了5个小时，它的另一个推力筒爆炸了. 所以最终在我看来，那家公司卖给我们的是柠檬. We reached out as we understand purchasing a “as is” machine, 然而, 良好的商业道德是站在你卖的东西背后. If you can’t stand behind it… don’t sell it. 最终我们发现这个叉车是个定时炸弹. 在尝试与当地的另一个叉车经销商合作之后, 为了修好我们的叉车，他们告诉我们，如果我们把它还给他们，他们就把它扔掉，所以它对他们来说没有价值.. 这给我们与另一家公司的合作带来了障碍，并开始了我们与分公司经理Mark Hudson的关系. My experience with their “银服务” started when we were looking into parts to fix our old Nissan. At this point they automatically offered to do more to help and I haven’t spent a dime with them. After we couldn’t find the parts to fix the Nissan Mark continued helping us and checking in on us. After many discussions admittedly this other company made it “right” by refunding our purchase. If you’ve made it this far reading this comment you can bet where I brought my money for our next forklift purchase! 马克不仅确保我们得到了一个很好的二手海斯特叉车，他还不遗余力地确保我们有一个单位来控制我们. 在这个客户服务几乎消失的时代, 您可以信赖365app下载银质服务.”

4. 最近，我们凤凰城CE分公司向亚利桑那州谷物公司出售了一辆新的沃尔沃L110H，该公司以前是约翰迪尔的100%客户. 杰克Zayas, 然后是凤凰CE分公司经理, tells the story: “Arizona Grain sells seed, 饲料, grain to the vast majority of the dairies in Arizona and the reason they even allowed us to quote/demo a unit in the first place was, because all of the positive 饲料back they heard from their customers about Volvo and specifically Arnold Machinery’s 服务 Department. 一旦我们把新的装填器交给他们, 我们的天平系统出了问题. We learned the Volvo scale system would not work properly with the customer’s application due to how light some of the material they needed to weigh was. 我们毫不犹豫地将沃尔沃秤系统替换为一个能够正常工作的售后系统，并将该设备重新交付给客户. The customer was very surprised to learn we were not going to charge them for it…to which we responded, ‘We sold you a loader that we told you would work in your application and it didn’t, 所以我们成功了. That’s not your problem, that was our problem. 我们为什么要收你钱?’ A few weeks later, the John Deere dealer followed up with the customer (after they learned of them buying their first Volvo) with ‘one of their big bosses’ and asked the customer why they bought a Volvo. The customer told them that all of his customers have been bragging about Arnold Machinery’s unbelievable service and support and that they flat out told him, ‘he’s an idiot if he buys anything else.’ 他说 he was a little skeptical at first, 然而, 他亲身体验了我们如何解决问题，如何照顾客户, 所以他告诉约翰迪尔的代表和他的老板，不要再担心找他了，从现在开始，他要去沃尔沃和365app手机版下载! “I hope this story shows you that [your effort to make everyone happy] is not going unnoticed. It’s one thing to make a customer happy, but it’s a completely different level when that customer is so happy he tells his supplier that if he doesn’t buy from [Arnold Machinery] he’s an idiot. 然后乘以3-4个不同的客户告诉同一个供应商同样的事情! If that’s not 银服务 then I don’t know what is!”

5. 来自谷歌评论网站约翰斯顿的迈克尔·拜厄斯: “Okay! 这些家伙太棒了! 杰森是我对付过的人. 那家伙帮了我很大的忙，所有人都在我的设备上拯救了我. 他们有两天的时间来发现并解决问题，他们做到了!! 友好和乐于助人.”

6. 来自犹他州盐湖城的Quent Judd在谷歌上评论道: “Having dealt with other Equipment companies, 阿诺德不仅要确保你得到你想要的, 他们还确保它是按照工厂的规格维护的. 那里的银服务是一个无与伦比的程序. 他们靠它生活，我们过去使用它没有任何后果. 这就是我们继续使用Arnold的原因. 我们的推销员约翰，经理拉斯和现场技术员保罗都远远超出了我们的要求. 会推荐给任何需要设备的人吗.”

The 银服务® policy is an investment in the future. Whatever expenses are incurred delivering 银服务® are more effective than any advertising and well worth the relationships we nurture with it.

Question 5

What skills are needed to provide 银服务®?

Accepted Answer

在365app手机版下载，我们希望每个员工都具备三个品质: 正直、纪律和同理心. 艾尔富, our late Chairman of the Board and creator of 银服务® believed these qualities to be the traits of a great leader. Associates are continually reminded, “You can’t be part pregnant. 你要么有道德，要么没有. 要么你表现得正直、自律、有同理心，要么就不是.”
银服务® is not just the service we give our customers, 这是我们为供应商和彼此提供的服务. 这是一种生活方式，也是我们公司文化的一部分. 除了正直、自律和同理心等性格特征，我们的律师需要有团队精神, working together for a common goal, the greater good, give 银服务® to everyone.

Question 6

Who can provide 银服务®?

Accepted Answer

365app手机版下载的所有员工 Company is expected to give 银服务®. Our “Policy Book” is actually not a book at all – it is a small card every associate keeps on them at all times and it states: “You will never get fired for doing too much for the customer as long as it is ethical! 但是，如果你不能给顾客一个微笑，你就会有大麻烦! 你怎么知道什么能让他们微笑呢? Ask the simple question: ‘What will make you happy?’ Then Do It!”
从零件柜台助理到销售人员, 从现场技术员到公司总统, every associate at Arnold Machinery has the freedom and ability to make decisions on the spot and/or execute the customer’s request without getting permission from a manager or supervisor first. 这种自由给了员工必要的自主权，让他们尽自己最大的能力做好自己的工作，让客户满意, 只要一切行为合乎道德. 不仅让客户满意, 但是员工对他们能够完成的工作和提供的服务很满意. 在一天结束的时候, 双方都可以很好地休息，知道他们正在提供和接受行业中最好的重型设备客户服务.
你认为你具备成为一名优秀的365app手机版下载员工的性格特征吗? 你愿意在这种注重成长和团队合作的公司文化中工作吗? 您可以查看所有的空缺职位和申请 365app手机版下载招聘页面.

Question 7

What is the goal of 银服务®?

Accepted Answer

Our goal when providing 银服务® is that we create a lifetime partnership with our customers, 供应商之间. 我们不仅要为重型设备客户提供最好的服务, 但无论行业如何，我们都努力为客户提供最佳服务. 当你想到谁为你提供最好的客户服务, 我们想让你想到&#51;&#54;&#53;&#97;&#112;&#112;&#25163;&#26426;&#29256;&#19979;&#36733;, because 银服务® is a step above the rest.

客户满意是我们的唯一政策

没有政策手册

微笑,保证!

没有买卖是最终的

我们的客户对银质服务的评价®

公司核心价值观

完整性

纪律

同理心

不要相信我们? 在我们的公司视频中可以听到更多来自客户的信息

阅读更多关于银服务®由银服务®创造者和我们已故的董事会主席写的书, 艾尔富

银色服务®-管理哲学的基础

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365app手机版下载-前75年

银服务®常见问题解答