Service That MovesAugust 3, 2020
Cameron Rogers is Houston Heavy Machinery’s traveling sales representative. Recently, he sat down with us to give us more information about what makes his personal service so unique. Here is what he had to say:
Houston Heavy Machinery is a leader in customer service and what sets us apart from other heavy machinery and equipment rental companies. In this field, service is the difference.
I have been traveling to customers for over 7 years, reaching customers on a more personal level. In my experience, the majority of customer relationship building is stronger face to face. Now, more than ever, the ability to connect and have a physical presence on customer job sites and at their businesses is crucial to building trust. The accountability that comes with one to one business meetings is stronger than what can be built over the phone or email, although I am always available that way as well.
If there is a problem out in the field with one of our machines, I will be there. Most of the time, just being there is what the customer wants and to see an active effort. Prioritizing their problem or task first shows you genuinely care about their operation and what they are trying to accomplish, and we do.
Traveling in the field always increases the level of customer service we are able to provide because we are able to be “Johnny on the spot”. The construction industry can be unpredictable at times. It is hard to always know what each day will bring but when those surprises and tough situations arise, Houston Heavy Machinery is there to help.
If a customer needs an emergency bucket 2 hours away, we are their guy, if they need to know the best place to get lunch in a small town two hours away, we’re their guy. There is not a situation where you cannot make a customer’s job easier and that is what we are here for, to do what the customer needs and to take care of them.
There is no way to efficiently and effectively do my job every day without my coworkers at the main yard and home office supporting me and my customers. Effective communication between everyone from yard manager, shop foreman, rental manager, and beyond plays a key role in making sure the customer is taken care of while I am out in the field. Whatever arises, I know that I can count on the entire team at Houston Heavy Machinery to be there in full support no matter what curveball we are thrown that day.