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
In October, UCEC will celebrate its 60th anniversary.
From the beginning, the founder of UCEC, Howard Lacy, felt that he could make a better control panel at a better value than the control panels he was purchasing from others. My father-in-law, Chris Kitsos, took this concept beyond the municipal markets, and provided even better control panels and customer service to the private industry. It is amazing to think about how far UCEC and industrial control panels have come since 1958. We can all be proud of the role UCEC has played as a leader in our industry.
Happy New Year! I hope you all enjoy this special time of year with your loved ones and friends. I am very excited about what’s in store for 2018, and for the opportunity to work with all of you to make it happen. Thank you to our customers, vendors and employees!
Whew! It's been quite the ride in 2017 with a very busy shop, working with talented co-workers and of course, the reason for what we do: creating our valued customers' electrical control panels. Here's a look back and a few stories that made our year.
Our customers often bring us cutting-edge challenges—and we love it! Recently, one of our vendor partners CPI came to us with a project we couldn’t resist. CPI’s customer wanted to revamp the HMI (Human-Machine Interface) screens that are installed in each of their electrical control panels at a large beverage canning facility. (Side note: UCEC is fortunate to work with many partners. Meet more of our vendor partners here, here and here.)
What's ahead in the New Year for UCEC? We're glad you asked!
Ever wonder why some people are always happy? Do you wonder why some athletes always seem to win? As someone who is always looking to improve, I believe that one of the biggest factors is the ability to Think Well.
Editor's Note: This fall, we published a series of posts about how UCEC is preparing for the future. We heard from our Executive and Management teams, and after reading their vision for UCEC's next chapter, we're pretty jazzed for what's ahead. Below, please find the entire series.
Growing up, my family was a model “use it up, wear it out, make it do or do without” type of clan. Throwing things away was not an option. It’s a character trait I’ve passed on to my kids, and also one I’m proud to say that UCEC observes whenever possible.
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.