Shining examples of customer service can come from a broad range of industries, as one Atlanta company has recently shown. Anduro Manufacturing, the producer of a special type of packaging material, has recently been named to the prestigious 2012 Smart Business Magazine World Class Customer Service Awards. The company won a “best of category” award in the category of “Zero Risk,” thanks to its unrelenting commitment to first class customer service.
About Anduro Manufacturing
Anduro manufactures and markets a special type of packaging material known as Durofab ™ woven polypropylene. The packaging is used for pet foods, and Anduro has contracts with some of the leading manufacturers of pet food in the U.S. to provide packaging for the products of those companies. It is an industry that is typically price-driven and filled with uncertainties in terms of consistent quality and turnaround time. However, Anduro has worked to overcome those obstacles, with manufacturing practices that bring a new level of service to their customers.
One of the challenges with manufacturing this type of polypropylene material has traditionally been the source – which is often in Asia. The distance made it difficult for companies to provide a product to customers within a reasonable turnaround time. In some cases, it could take 16 weeks or longer for a company to move from the customer’s initial order to the delivery of the product. This year, Anduro completed a manufacturing process that brought the source of the polypropylene closer to home, allowing customers to get their products consistently in 45 days or less.
In addition, Anduro’s efforts at finding new sourcing for materials meant lower cost to their customers. That means that producers that market products in polypropylene packaging can place more of their products into the high quality packaging material. It is no wonder Anduro has landed some of the largest names in the pet food industry. What is amazing is that the company has not lost a single customer in three full years. How? Their commitment to putting the customer first shines through in all of their customer transactions.
Turning a Problem into an Opportunity
Anduro also models exemplary behavior when products do not work as promised. Recently, some Anduro customers in the extreme northern regions of North America experienced a cold snap that resulted in torn seams on a handful of Anduro’s packaging bags. Instead of blaming the elements for the problem, Anduro took ownership for their customers’ dissatisfaction. The vice president of sales for Anduro visited with each customer that had experienced problems, giving them the opportunity to return the bags for reinforcement.
However, the company did not stop there. Each of the customers that had experienced problems in the past now gets reinforced seams on all of their bag orders – without any delay in turnaround time. That is a brilliant example of taking customer service to the next level by wowing customers with an out-of-the-box commitment to service quality. The rewards for Anduro have been great as well – one of their customers nominated them for the Smart Business award and others sent glowing testimonials about the quality of service Anduro provides every day.