It was a warm August day last year when the chilled water system at Cuyahoga Community College’s Metro Campus burst. The plant operations director called it catastrophic. A call was made at 7 a.m. to The Brewer-Garrett Co., who maintained the facilities with Tri-C. By 7:30 a.m., pipefitters and supervisors were on the job. A second crew was called to simultaneously drain a different part of the system. Both stayed on location until the repairs were finished.
Such response and commitment is an indication of how customer service is foremost at the company, which specializes in engineering, design, installation and service for educational, governmental, commercial and industrial clients.
CEO Louis Joseph and associates show pride in the number of multiple projects completed for many long-term customers. The clients value proven performance. Three public-sector clients have won the Governor’s Award for Excellence in Energy Efficiency, another example of Brewer-Garrett’s customer service competitive advantage.
Most new employees are hired through professional recruiters, who have been educated about the company culture. After the first interview, candidates are tested for intellectual aptitude and customer service orientation. The final interview is with the CEO. Once hired, the employee receives core orientation and training and “The Art of Service” training.
Since Brewer-Garrett often touches many different people in an organization, the company’s objective is to ensure that everyone is satisfied with the work done. The goal is to have customers want to work with the company, rather than having to work with the company just because they have a contract or their boss directed them to do so.
Feedback from Customer Assurance Review and Evaluation, or CARE, surveys is key to the organization as not only a measure of satisfaction and to address immediate needs but as a way to prepare for the needs and challenges clients will experience in the future.
How to reach: The Brewer-Garrett Co., (440) 243-3535 or www.brewer-garrett.com
