Photo Credit: Bandon Dunes
By Mark Inboden
I just returned from a golf trip to Bandon Dunes Golf Resort in Oregon. This is one of my favorite places on earth to enjoy the game of golf. Not only can you play world-class golf courses, but you are treated to world-class customer service.
This was my fourth trip to the property, and I really became aware of what makes this place so welcoming….its employees. Every encounter I had was not only good, but genuine and pleasurable. Let me relate one encounter that encapsulates the whole customer service experience.
We came in for lunch between rounds and happened to be waited on by the same waitress who served us our breakfast. Gerry, one of the members of our group, asked if he could have a smoothie, just like he had at breakfast, even though it was not on the menu. Without missing a beat, the waitress said “Let me check." She came back moments later and said that they could make a smoothie for him. He was delighted, and in fact, two more of our party ordered the same.
Why is this great customer service? First, her initial reaction was not to say “No." She gave herself an out if they couldn’t do it by saying “let me check,” and gave her customer an answer that was more than acceptable. Second, she wanted to be helpful. She went to the kitchen staff, asked for something that was considered an “exception” (not on the menu) and advocated on behalf of her customer. Finally, everyone was happy with the outcome. We not only enjoyed smoothies, but experienced great customer service, and she was rewarded with a more than generous tip!
At UCEC, we also believe our employees are our greatest asset. Each team member excels at being welcoming to our customers. Our goal is to have a “let me check” answer on any customer request, and only say no if it is the last option we have, such as a safety issue. As an aside, we can probably get you a smoothie if you ask!
Mark is President and CEO of UCEC.
Leadership Stories from UCEC
What does the UCEC customer of the future look like? One things is sure: they are getting younger! From newly minted engineers to mid-career engineers to factory management teams, our median customer age is skewing downward.
Last Saturday morning as I waited in the lobby of my hotel in California, something very small moving on the floor caught my eye. It was an ant, and the ant seemed to be “trapped” on a 12-inch-square light-colored tile.
Our blog regularly features our leaders and employees in photos and videos. We've even done a virtual "shop tour." We want our customers to feel comfortable visiting their projects.
U.S. manufacturing is on an upswing, as the Labor Department reported that manufacturers nationwide added workers last month at the fastest pace in more than four years.
I put my daughter on the bus to middle school last week, and like any parent, I thought of the passage of time. From tiny infants to adolescents headed off to the wider world, kids are a great reminder of grasping what’s important to you.
Editor's Note: Several members of the UCEC team recently returned from Monterrey, Mexico where we helped our customer modify and expand some panels they had onsite. This trip made us remember a similar journey in February 2016.
What's the magic behind the shop? We have plenty of ideas...starting with these three, below.
In a recent story by CompanyWeek, I was quoted as saying, “Keeping on the front end of innovation has remained a constant (for UCEC)....technology is a huge driver of the panels we build.”
When I hear the term “UCEC Built,” I think of the end product (panels) as a collaboration of an entire group of people. To create our handcrafted panels, it takes an entire team. All of us have to be on the ball, doing our jobs, to make a single product.
Our team has combined decades of experience building electrical control panels for clients in Colorado and around the world. And they have a lot to say about UCEC's high level of craftsmanship and dedication to well-made panels offered at a great price. Below, we've compiled some memorable quotes from our Management Team.