THE CHERRY’S PROVEN PROCESS: OUR GUARANTEE OF CUSTOMER SATISFACTION
It’s what makes us different…and we believe, better…than the rest
There’s a real excitement that goes with any new purchase – whether it’s a car, a home, furniture, or a sophisticated pallet inverter or tipper. It’s fun to reflect on how this new purchase will make your life better.
No one wants to see that sense of joy be short-lived. That said, though, what happens after the purchase in the time leading up delivery (and post delivery) can make all the difference between continuing to feel excited or, frankly, wishing you had gone somewhere else.
We get it. There’s nothing more frustrating than having something go wrong – whether it’s a delay in delivery, or worse, finding out that your new purchase isn’t exactly how you envisioned it-- or that you are unable to reach the seller when you have a question or concern to share.
For too many companies, customer service seems to end at the point of sale. Not with us, though.
We’re different. With more than four decades’ industry experience, our Proven Process is your assurance of a smooth, seamless experience – from purchase to design to installation and beyond – in many cases “well beyond” the point of sale (ask us about our lifetime guarantee on technical support!). We take pride in the sophisticated equipment that we design and build. We understand how important an investment this is for you. We go to great lengths to keep you glad you partnered with us, and help you achieve your greatest ROI.
How do we accomplish this? And why do we do it?
Starting with “why:” We’re not a “transactional” designer/manufacturer. Each customer’s needs are unique and are treated accordingly. Rarely if ever does a “one size fits all” approach produce a satisfactory outcome. Our commitment to customer satisfaction begins with the first discovery discussion, and a specification and safety audit; from that point on, there are many contacts between us and the customer. Each customer’s plant problems are unique and present unique challenge to solve together. Even with today’s access to searchable content and solutions online, these issues usually can’t be addressed without guidance and help. We build and foster long-term relationships with our customers, whether they are repeat or one-time. We believe it’s the right way to conduct business.
For us, the design and sale of equipment is just the first step in the process. What happens after the sale, we believe, is critically important. And that is how the Proven Process comes into play – which is a big differentiator between us and our competition.
We work frequently with our customers’ engineers and safety personnel, who choose us because we make their lives and their facilities run better. Our solutions deliver safety improvement, improved ergonomics, and overall plant efficiencies.
Engineers, Health and Safety Managers and the equipment operators do not like surprises along the way. Neither do we. They prefer workflow and processes that are defined and executed, step by step. So do we. We are with our customers every step of the way.
Our treatment of the customer might be called “white glove service.” It is part of our customer commitment—which comes at no additional cost. This is another Cherry’s differentiator.
We achieve our Proven Process goals for customer satisfaction through these steps: (1) Sales engagement; (2) Engineering: (3) “Rainier Service;” and (4) Our guarantee.
(1) Sales:
When we engage with a customer (new or repeat), we initiate a discovery call to identify the customer’s specific needs. It is typically followed by a site visit and inspection, and a discussion about the problem the customer seeks to solve. Together with the customer Cherry’s identifies, anticipates and addresses technical questions, followed by a recap of the discussion and meeting in detail. Most times we incorporate an engineering meeting where we bring in our engineering team (mechanical, electrical, controls and safety). We discuss budget and the decision-making process, and create a proposal.
(2) Engineering:
Engineering: In our design process, we begin with a corporate specification review. This is followed by a safety and risk assessment, workflow analysis, time studies, solution-based modifications and customization, quality control and documentation. Throughout this process our engineers and product managers maintain ongoing communication with the customer.
With customized or “made to order” equipment, our sales and engineering processes may engage simultaneously.
(3) Rainier Service:
The name “Rainier” is associated with a type of “Premium” Cherry and is our term for providing high-touch, personalized, individualized service. Whether the equipment is customized or standard, our goal is to make each customer feel as if they are our only customer.
We begin by scheduling and conducting a “kick off call” within 72 hours of the sale. During this call the order is reviewed; milestones and the addition meeting cadence are created. We confirm production and tentative delivery dates and offer the chance to hear any questions. Historically, questions may arise such as “How does the machine get installed” to “How do we bring in the voltage to operate the machine,” to mention several. An early call and discussion is a key step in identifying issues and addressing them before they pose challenges. For standard equipment designs there may be only several scheduled meetings needed. For more complicated designs we may recommend meetings every week (or every month) depending on the complexity of the project.
Early milestone meetings and discussions could include progress payments, approval of drawings, plant layout and programming logic. Mid cycle meetings may focus on sensor placement, system amperage, guarding and safety needs, and communication and technology integration. Late cycle meetings can focus on progress photos and/or videos, factory acceptance test with customer sample, and ‘as built” drawings and documentations.
Our initial call is a proactive opportunity to make sure nothing at the initial part of the process was missed, reaffirm any special arrangements needed, and discuss some of the additional ways Cherry’s can assist.
We believe in keeping the conversation going throughout the process from sale to delivery and afterwards. We contact customers regularly, apprising them of production status, and updates on anticipated delivery time. In this process, we think ahead of post-delivery and determine that everything is remaining on schedule at the customer’s end. Do they have an occupancy permit to accept the equipment? Do they have the proper equipment to offload the machine? And what can we do to facilitate?
We coordinate with our customers’ teams on installation issues, working with their electricians and installers. We are close to a 100% solution—offering any/all services related to the machine including installation. While we don’t provide electrical work, we coordinate closely with the customer’s electrical team.
We also maintain an extensive inventory of spare parts for machines. While breakdowns are rare, it is an extra service we provide so that should a breakdown occur, there is not a delay in waiting for a part to arrive from a distant location. We can overnight parts to customers in need.
We offer preventative maintenance programs and maintain a network of more than 80 technicians throughout the country, all authorized, trained and skilled in how to service the equipment we design and sell. This service is available for both ongoing maintenance and “break fix” clients. With our preventative maintenance, we visit the client site between two and four times a year to keep the machine working and in optimal conditions.
(4) Our Guarantee:
Our machines are dependable and solid. We stand behind what we design and build in a number of very important ways. Our machines are made right here in the United States and our inventory of spare parts is your assurance that you won’t have to wait 5 or 6 weeks to get the parts you need.
We offer a three-year warranty on the machines, which is the best in the business. It is not uncommon for machines to remain in service for 10 or 15 years of even longer.
Secondly, we offer a lifetime warranty of technical support, even if you own the machine for 30 years.
We educate our customers on the importance of maintenance (from the simple tasks of changing the oil to the more complicated), which can significantly extend the lifetime of a machine.
And, should a machine require service, our extensive network of technicians specifically trained on our machines stand ready to address any issues that a customer has. We treat a machine that is down as a flashing light until that problem is resolved. The customer’s need is a top priority for us. Always.
Ours is a company which places a high value on integrity and workplace diversity. We believe in serving as a resource to our customers.
And when you call Cherry’s you speak with a live person! You are not placed in a voicemail queue or on hold.
We strive to be a partner to each customer, not merely a vendor. We, too, are invested in your success. If you have a question, or would like to discuss a challenge you believe we might be able to assist with, please give us a call at 847-582-4366 (and yes, we do answer our phones live!) or contact us online for more information on our custom design and how we help provide solutions for individual needs.