Legendary Customer Service

10 Tobbyhanna Army Depot The Commander of TYAD, Col. Gibson, committed the depot to producing over 30,000 Improvised Explosive Devise detector kits for several fleets of HUMVEEs...Jason Blair

3 Legendary Customer ServiceBecause our words can just as easily either open or inhibit possibility, it very much matters what we say.Brooks Barwick

6 In Action | Customer TestimonialCongratulations on having such excellent Brand Ambassadors at Jeffreys! Brooks, you must be doing something right!Malcolm Stewart

15 Turnkey Solution We had to drive almost 10Km and it was peak summer when temperatures reached 48 to 50 degrees Celsius...Rupesh Ranjan

8 Legendary In ServiceTo show our respect and dedication to partnering with Kecheng, we had application engineers and operators working on the machine to run parts... HFO Suzhou

16 Sales & Customer Service: A Legendary ResultThe decision was made for the Haeger 824WindowTouch, without any price negotiation...Edwin Blanken

18 A Lesson in Teaching, Learning & Serving A passing comment of dissatisfaction about the difficulties of running a certain operation on a particular machine has created the opportunity for more applications work...John Mintz

Legendary Customer Service is a program that is designed to allow Phillips Corporation to accomplish success that is unimaginable in our current mode of thinking. It is designed to create results that we do not yet know are even possible. Legendary Customer Service requires each Phillips Partner to Take a Stand. This means that each Phillips Partner in our organization will in every aspect of customer interaction cause that customer to realize such a profound positive experience that the customer will be overwhelmed and astounded, giving them no choice but to only want to do business with us whenever possible and always recommending a Phillips company to their industry associates. We commit to providing each Partner the tools and guidance to insure this happens. Everyone in our organization will have the same primary job To Deliver Legendary Customer Service. All other things that we do will be simply tasks.Our current reality is entirely made up. We made it up. We decided what it was going to be. We tend to ignore things that dont fit our reality. The nice thing is since we made up our current reality, we can make reality anything we want it to be. What we say and what we do creates our reality. Words have a big part in creating and shaping reality. From my GAP training an example was made relative to how powerful words can be.Olympic Gold Medals are hard to come by Example of fitting the word to the worldI shall win the Olympic Gold Medal Example of the world fitting to your world.See how this relates to a 50% Haas Market Share goal? See how it relates to dominating China and India? See how it relates to winning the shaft lathe orders? See how it relates to getting 200 customers to show up at Haas Demo Day?Because our words can just as easily either open or inhibit possibility, it very much matters what we say. (GAP)

Legendary Customer Service Brooks began his exploration of Legendary Customer Service with some other Phillips Corporation partners at a breakthrough thinking workshop run by Gap International. Gap is a global management consulting company that partners with executives in producing exceptional growth for themselves and their businesses. Coaches from Gap are working with several of our senior leaders on creating breakthrough thinking for extraordinary performance.

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Dear Mr. Barwick,

My wish is that this New Year is opening as happily for you as it has for me!

In addition to my enjoying good health, my extended family, and my poodle Charlie,

my happiness stems from my association with several of the members of your firm.

Albert McDougald is (as Im sure youre aware) nothing short of a starmaybe even

a Nova! From the day my son, Alan, got in touch with Jeffreys, Mac has picked up

the ball and handled it professionally. Alan and I are neophyte machinists but Mac

didnt let that daunt him. He visited us several times to gain a detailed knowledge of

our requirements and capabilities, to show and explain the literature describing the

several CNC machine options, and to walk us thru the trade-offs that led us to pick

the Haas TM-1P. There was no salesmanship in all of this; rather, Albert sized our

requirements and helped us find the appropriate machine to meet them in the most

professional (and personable) manner.

A salesman scores and moves on. Not Mac. Weve seen more of him after the sale

than before we placed our order (the machine was delivered in early December, by the

way). He has guided us in setting up the fixture that will be used for the majority of

the products. He has written two programs that Ive used as the basis for developing

the major production program. He even invited us to his home one Saturday to

conduct a programming tutorial. Significant as these specifics are, Macs attitude is

In Action | Legendary Customer Service

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the greatest contribution. We feel that he most sincerely wants Alan to succeed in

this enterprise and always encourages us to call him any time for any reason. Expert

consultantand friend is the sense that I have of Mac.

There are a couple of other fellows that weve not spent as much time with who

embody the Jeffreys esprit as I dubbed it in class. Sherman Padget initialized the

machinewithout a glitch. Whats typical (but, nonetheless, noteworthy) of all your

folks that weve met, Sherman made sure to give Alan his phone numbers and to

encourage calls for whatever reason.

Not least is Larry Johnson. He was our instructor in the two-day class and has also

been our tutor in a hands-on site visit. Hes very knowledgeable, generous with that

knowledge, and a personable guy. He follows up like the others: we have exchanged

a half dozen or so calls this past month.

Alan and I set out just to buy a machine. What happened, we feel, is that in the

process weve become members of the Haas-Jeffreys extended family that is helping

us succeed.

Congratulations on having such excellent ambassadors for Jeffreys! Brooks, you must

be doing something right!

Sincerely,

Malcolm G. Stewart

Hillman-Stewart Co, Florence, SC.

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Suzhou HFO was established in 2007 and our company philosophy is providing customer-oriented information platforms, believing in legendary customer service, and providing top high tech products. All of the above helped HAAS with achieving a reputation of top customer service in the Suzhou area. In 2008, HFO Suzhou had a harvest year with sales. One of our top customers, Kecheng Technology (Suzhou) ordered 173 Vertical Centers (VC) from

us. We provided them a sample machine to show them our sincerity, even though it was during the initial stages of negotiation. To show our respect and dedication to partnering with Kecheng, we had application engineers and operators working on the machine to run parts. After several failures, we never gave up until a perfect sample was successfully finished and Kecheng was satisfied.

Providing one-stop platinum customer service was our basic principle. Kecheng is a big corporation

By: China HFO Suzhou

Xu Wei, Kecheng Employee, Wei Zhenghua

Bao Xufeng and Kecheng Employee

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which has hundreds of machines and over a thousand employees on site, but the plant was highly air polluted due to less environmental maintenance management. We believed a cleaner environment could improve working efficiency and machine life, so our Suzhou HFO engineers communicated our ideas with our customers repeatedly with a professional and faithful attitude. Since then, Kecheng believes in our professional advice and has started to work on improving the plant working environment. They asked employees to pay more attention to environment protection and maintenance. As more machines arrived to their plants, there were more calls for repairing. To help Kechengs

needs immediately, our Manager decided to arrange 3 engineers to stay on site to help Kecheng any time they need. All of Kechengs concerns about the machines were handled by these engineers. We call our customer service style emotional marketing which will be an important/powerful tool we will use to build a diverse and competitive strategy in order to win more customers trust. This is our most important future development strategy.Moving forward we are very confident we are built

to handle fierce competition in the market. Our belief is, Using our service to pass along sincerity, using smiles to make a harmonious community, and providing satisfaction to customers heart.

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As many of you already know, our Federal Division focuses exclusively on providing manufacturing technology to the US Department of Defense, and related Federal Government Agencies. In our approach to this endeavor we live by the philosophy creating the better idea with the right solution for our customers. In creating these solutions, we are very proud to be partnered with LVD/Strippit as their authorized Federal Government dealer. Known as a world leader in high-quality fabrication and laser cutting equipment, LVD/Strippits reputation is well known within the

Military and Government communities for cutting edge technology and service unmatched by other manufacturers.Last year, our Shad OBrien worked very closely with Stefan Colle, LVD/Strippits Laser Product Manager, to develop a unique solution for the material processing needs of Tobyhanna Army Depot, the US Armys premier electronics repair depot. With a strong demand for flexible manufacturing of prototype parts, coupled with a unique balance of production pieces, the application required a laser system with automation not yet existent inside the military community.Once we received the order, we developed the following performance objective to ensure successful execution:

Ensure we meet the contract terms of the TYAD Axel laser (with load/unload & tower system) with a perfect delivery and installation. The project will be signed off and paid for by July 15, 2010. We will provide complete customer satisfaction and secure a strong customer reference.The main challenge presented itself upon contract

Legendary Service:From the Front Line

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award when the Commander of TYAD, Col. Gibson, committed the depot to producing of over 30,000 IED (Improvised Explosive Device) detector kits for several fleets of humvees. While not complicated in nature, the kits themselves were outside the normal product offering of TYAD. They contained several parts and materials uncommon to TYADs normal fabrication operations and processes. Additionally these kits were to be built and shipped within an aggressive timeframe to meet the requirements of a rapid deployment of troops being sent to the theater. This commitment was made by the Col. based off the capability of a laser that was yet to be built! When

we asked our customer what we needed in order to be successful, the simple response was, I need to cut parts by July 29th or else! We certainly didnt want to find out what the or else meant in military terms as this was not the Phillips way. It was an extreme challenge, but this is what were good at!On the manufacturers side, LVD/Strippit had built linear 6kW lasers before and integrated automation, but none of this magnitude. While the contract specified delivery dates, we needed to deliver the machine by no later than March to have a machine operational at TYAD by the end of July to support their real needs. Our goal was to not only meet

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Earlier this year a massive piece of laser cutting automation sat in a testing bay at LVD headquarters. The flying optics, driven by linear motors, performed some eye-popping rapid traverses. It was a unique experience to stand near the protective glass and see the cutting head roar toward you, then stop inches from your face.

their needs, but exceed their own demanding, or perceived unreal expectations. This included completion of software that had yet to be developed to marry the automation technologies to the machine for seamless integrationWOW!To pull this off, we quickly realized that business as usual wouldnt cut it and the only way to success was true partnership among Phillips, LVD/Strippit, and the customer.

Legendary Customer Service: Being an integral part of a great team, which accomplishes at the highest level, composing the right kind of relationships between and among all of the parts is right out of our role description at Federal. To accomplish this, rigorous dialogue and weekly post award meetings/conferences gave us the opportunity to really challenge and test each other. We did not allow default in performance from

The Fabricator! May 2010 Issue

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any side in a way that was very demanding and uncomfortable, but very rewarding at the same time.The project ultimately yielded the most complex laser cutting system inside the US Military and one of the largest systems LVD/Strippit has ever built. The machine boasts a 6.5 x 13 foot cutting envelope powered by a flying optics 6000 watt laser cutting system with linear motors that allow for 1G of acceleration! Its design, which incorporates

a 27 shelf, fully automated material tower storage system, coupled with an automatic load/unload system, allowing the machine to run fully as a lights out operation, or more importantly streamline rapid prototyping and quick turn-around of parts. The only one of its kind in the United States, it was featured in the May edition of The Fabricator! In addition to learning the value of true partnerships, we also learned the value of accountability and the Page 13Pathways To Virtuosity

fundamentals of employing our strengths as a team. Phillips worked very hard in communication, project and relationship management, and consultative support of both TYAD and LVD/Strippit. The shear size of the machine was awesome, but its cutting and automation capability was truly remarkable.From a Leadership perspective, the single most valuable lesson taken away from the project was leading (maybe letting is the proper term) people do their best while trusting them to do so. The customer personnel involved from the Union, Facilities Engineering, Industrial Engineering, programming, and Sheet Metal operations ultimately impressed upon us a commitment to the projects success. The multitude of vendors including LVD/Strippit,

ASR, Inc., Praxair and GTS Welco all performed at levels that exceeded our expectations. In fact, upon completion of the installation at TYAD, our strategic partners, Tom Wrenchko, LVD/Strippits lead install technician, accompanied by Matt Keever, LVD/Strippits Laser Application Engineer, were awarded the coveted Commanders Coin of Appreciation for their efforts, which is quite an honor for a civilian contractor. Working close to 12 to 14 hour days to put the system together, both of these gentlemen performed as true professionals and exemplified virtuoso qualities. As this project demonstrates legendary customer service comes from the partnership of the supplier, customer, and Phillips Corporation.

On August 3rd, 2010 TYAD hosted a ribbon cutting ceremony for the machine. On the behalf of Phillips Corporation, Alan Phillips, Ron Schulze, Terry Stewart, and myself where invited accompanied by John Quigley, Matt Keever, and Tom Wrenchko of LVD/Strippit. It was quite a unique experience and pleasure to take part in this event. Speeches were delivered from the customer as well as the contractor typifying our appreciation for the opportunity and project,

while acknowledging our challenges and teamwork; truly a rewarding experience.

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Turnkey SolutionThis story starts with a Customer needing a full turnkey solution for a Valve Body. This particular customer had purchased two machines from us (one HMC & one VMC), but the machines arrived prior to the construction of the factory being complete. The location of the customer was

at such a remote place that it was difficult to even get drinking water; food availability was a far away thought. Just to get some drinking water we had to drive almost 10kms and it was peak summer when the temperatures reached 48 to 50 degree Celsius (118 to 122F). Conditions were so tough that it was not even possible to store the water for a day as the infrastructure of the factory was not ready. Working in this extreme scenerio with the mercury soaring so high caused it to be difficult to even concentrate on work! But in spite of all the odds Sanjeev Chahar worked with me on this project continuously for 21 days from 9am to late night 10 -12 pm without a break.This project took more planning then expected because we had to redesign the complete fixture & process three times as the input of components given by the customer was incorrect. After three times of changing the process & fixture in a span of

21 days and then cutting trial parts we eventually accomplished our goal of a successfully machined component - this was the turning point for this project. We had created a well crafted plan and achieved complete success of our goals. Due to lack of infrastructure we had to wait 2 -3 days to get the inspection report, and once we got this report we had to do some modifications to the program. In short, I would say Sanjeev and I never lost our patience to work in such conditions and put forth our nonstop efforts to make this project successful.Finally it took us 21 days of working on the fixture and an additional 14 days to get the sample approved by the client (a batch of 40 components were handed over to get approved).All of our hard work didnt go in vain and we booked more orders in a very short span of time from the customer for 3 HMCs, 3 VMCs and 4 DT-1s .We are proud to say that their first choice of supplier is Phillips Corporation CNC Servicing & Solutions.Its been a pleasure working with Sanjeev over the last several years and I look forward to working on more projects with the same passion and desire to help the customer.

By: Rupesh Ranjan Picture of Sanjeev Chahar

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On September 7, 2009, I received a call from Leon Vogels, our sales agent in the Netherlands. The company, Contour in Winterswijk, had received a Pem3000 (The competiton) machine on trial. I was in shock, since we had been doing machine demonstrations for them during the last few years and showed them the productivity improvements they could accomplish by using the new Haeger technology. Our competitor PEM is selling most of the fasteners to Contour and gave them their new machine to use for free. We made an appointment with them and convinced them to not only test the productivity and process control improvements on the PEM machine, but on the Haeger as well. Since Contour actually is in need

of an 824WindowTouch model, and we compete head to head with the PEM3000 model, I chose to put a 824WindowTouch and a 824OneTouch model on trial. Since Pem does not have a machine solution equivalent to the 824OneTouch, I wanted to show them how they should work in the future. After putting the machine on trial, Hubert, Rob and myself made a visit at least once per week to make sure they used the machines correctly and were clearly aware of how the Haeger software and tooling was benefiting them more than PEMs. This was an interesting machine trial, since Mr. van de Putten, Director of the company, gave the decision completely to his personnel. After 4 weeks of running and 5 visits by us, the decision was made for the Haeger

Sales & Customer Service Combined: A Legendary ResultBy: Edwin Blanken

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Sales & Customer Service Combined: A Legendary Result

824WindowTouch. Without any price negotiation! Where we usually end up in a heavy price battle with PEM in these cases, we purely won on:* Showing them what is possible in their future and how Haeger can partner with them, * The best service by far! During the trial period the PEM machine had its small problems and so did the Haeger, the immediate resolution and very intense training and support offered was the key reason Contour chose Haeger.It was a good feeling to experience, that through an excellent service you can create a great customer relationship, good order margin and set the stage for the next larger machine order at the same time when our biggest competitor is trying to give machines on trial and discount heavily at the

same time.Mr. Prinzen, Production Manager, had said: the cooperation with Haeger just felt rightOn December 17, 2010, I was able to confirm Mr. Prinzens feeling again. He called on a late Friday afternoon letting me know their shuttle mechanism on the machine was sticking and they were in the middle of a large job and were running the machine multiple shifts through the weekend. I drove over there on Saturday morning at 6am with a new shuttle mechanism they were up and running before 7am. With the business they are doing still on older manual insertion machines, I am hopeful we can have Contour ready for the 824OneTouch in 2011.

From Left to Right: Edwin Blanken, Joop Taihuttu, Haeger 824WindowTouch, Michel Huning, Eduardo Prinzen

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A LESSON IN TEACHING, LEARNING, AND SERVINGPage 18

Instruction is about knowing the material and being able to convey that knowledge to others. When teaching others the first, and possibly the most important step is to determine the current level of knowledge of your students. The second step is to ascertain the learning style of each individual student. Everyone has different backgrounds and experiences that influence the way they learn and retain information. The third step is to gain trust, usually accomplished by demonstrating a genuine interest and dedication to their success. Why is this important, you might ask? When your first contact with a customer is to educate them, that can open all kinds of opportunities to learn about their operation, and possible ways you can help them to be much more successful than they ever dreamed possible.Education, specifically G and M code classes in this case, opened a door to allow the Application and Education division to develop relationships. These relationships allow for a deeper dialog about the concerns, desires and needs within a particular facility. For instance, a passing comment of dissatisfaction about the difficulties of running a certain operation on a particular machine has created the opportunity for more applications work. In another instance the relationship between an employee and an instructor, caused another employee to ask the instructor for help with a programming issue that had been a problem for Pathways To Virtuosity Page 19

many months. This was brought about because of a conversation between the two employees, in which the employee/student indicated his confidence in the instructors abilities. As these relationships grow and develop the needs, concerns, and hopes/dreams become more and more apparent. As we learn of these needs, concerns, and dreams, this creates a huge world of opportunity to serve our customers.At CCAD, legendary customer service begins with relationships, develops with each new relationship, and is sustained by deepening and growing these relationships. These relationships may begin as an instructor/student, but soon grow into one of mutual respect and sharing. This allows for an open dialog and expression that creates more opportunities. These opportunities develop new relationships which starts the process all over again. Teaching leads to learning about customers, this leads to opportunities for service.

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