Have you ever ordered something that you have wanted for a long time?  And then, as soon as you finalize your order, you start the countdown to the delivery date?  Well, we at SOLID Steel Buildings do the exact same thing with each Custom-Engineered Steel Buildings we produce, just on a larger scale.

Now, imagine the package that you were waiting for so excitedly just did not show up? I imagine your next step would be to call Customer Service and try to figure out where your much anticipated package is. I know from experience that Customer Service is not what it used to be.  Customer Service Agents should be doing everything in their power to help you, instead they seem to just want to push you off or transfer you to another department.  At SOLID Steel Buildings Customer Service starts the moment you engage with us!

In our industry, time really is money with our construction and delivery schedules being crucial to maintain. For example, we had a customer in Texas that we’d ironed out their schedule and had delivered their order to them on agreed dates that worked for their project. All was going smoothly until I received a call from the customer informing me that they were missing gutters and downspouts. At this point, this was all they needed to complete their project. Instead of pushing them off to the “other” guy, I took action myself to get to the bottom of these missing parts as quickly as possible. When situations like this occur, the customer should never be left out of the loop. I assured him that we would work out the kinks, locate the parts and he would be updated on any information that I found out.

My first step was to call our factory where the building was manufactured. I directly contacted the shipping yard. The shipping yard was also very proactive and pin pointed exactly what crate the missing parts should have been in. I was informed within the hour that Crate #2 was the one we should be looking at. With this information, I took it straight back to the customer to update him.

Now, not only were the parts missing but the customer informed me that they were missing Crate #2 entirely. Again, I went back to our factory and they assured me everything was shipped together and on time.

My next step was to call the shipping company. It ended up being a mistake on their end. After learning this information, I immediately had the parts re-ordered and shipped right away, even personally calling the shipping company to push the process along. I then called the customer to let him know what was going on and he could not have been any more understanding.  He was very grateful on how proactive that our company was in solving the problem and today they are another happily satisfied SOLID Steel Buildings customer because we put the most important factor first in our process…the Customer!

There are many studies pointing to how important Customer Service is and below are a few of the research findings that we take to heart at SOLID Steel Buildings

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

Source: American Express Survey

70% of buying experiences are based on how the customer feels they are being treated.

Source: McKinsey

3 in 5 Americans (59%) would try a new brand or company for a better service experience.

 Source: American Express Survey

News of bad customer service reaches more than twice as many ears as praise for a good service experience.

Source: White House Office of Consumer Affairs

80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses.

 Source: American Express Survey

We take Customer Service very seriously and we understand that everyone has different needs. We make it our mission to have all of our customers’ projects go off without a hitch. Whether we are erecting the project or just supplying the building, every customer is just as important as the rest. When trouble strikes, we strike back and do everything in our wheelhouse to solve problems in a timely yet efficient manner. That’s the SOLID difference!