The right part

The order comes in, and it’s a race to
the 60-minute initial finish line at
PartsSource LLC. As a medical equipment replacement parts provider, time
and accuracy is critical at PartsSource,
where it treats every customer like a VIP
with quick, accurate service.

When a customer requests a part,
employees have one hour to get back to
them with at least three part choices,
but they don’t just give them the pricing
either. Instead employees also provide
prices, warranty information, age, condition and terms, so that the customer
can make the most informed decision
that will meet his or her needs.

Once the part is ordered, employees
then e-mail and fax the confirmation
to the supplier and then call to make
sure the supplier understands the
order. At the same time, the customer
receives an e-mail confirmation, and if
there is an error, he or she can choose
to stop the order immediately or correct it.

The same day the part is delivered,
the customer receives a call to ensure it
arrived on time, in the condition
PartsSource said it would and that it
fixed the problem. If it did, the employee asks if there’s anything else he or she
can help with, but if there was a problem in the process, the employee offers
assistance to remedy the situation.

This process happens thousands of
times every day, and it’s a lot of communication, but it’s what A. Ray Dalton,
the company’s founder, president and
CEO, prefers out of his nearly 250
employees. By putting so much emphasis on customer satisfaction, it ensures
that PartsSource will continue to grow
for years to come.

HOW TO REACH: PartsSource LLC, (877) 497-6412 or
www.partssource.com