All companies have policies. Some have a LOT. Others may not have enough. Some emphasize documenting every single action. Others write down the basics, and rely on “unwritten mutual understandings” for the rest…
We don’t call it “yelling;” we call it “stuff you should already know.”
At EXAIR, we have one core policy: to be easy to do business with. This has served the company well for thirty one years now, and I don’t expect it to be supplanted with anything else, anytime soon. Now, it may seem vague or ambiguous, but we’re quite specific, and diligent, in our methods of adhering to this one core policy:
Easy to find technical information: We offer complete specifications, performance data, dimensions, and application information for any EXAIR compressed air product on our website, and in our catalog. If you have specific questions, a team of the most knowledgeable and experienced Application Engineers in the business are standing by.
Easy to contact technical support: You can reach an Application Engineer immediately by phone or Live Chat. Emails to techelp@exair.com are also given prompt attention. We have a number of tools at our disposal, including a comprehensive test facility that we call the Efficiency Lab…if you have an operational question that we haven’t answered yet, we’ll find the answer in short order.
Easy to get products: If it’s got a part # in our catalog, it’s in stock, and available for same day shipment. Exceptions are some of our longer Air Knife products, which may take one day to ship. We can even manufacture custom length Air Knives, and ship them in only three days. Just so you know, we’re finishing up our 19th consecutive year with a 99.9% on-time shipment record.
Easy to solve applications: This is where the rubber hits the road, once we’ve made it easy to select and obtain your EXAIR product. Those same Application Engineers are ready to assist with any questions you may have about installation, operation, “tips and tricks,” etc. We’ve got an Application Database (registration required for access) that details over 1,000 successful uses of our products. Odds are, one of them is close enough to your situation to help shed some light.
Easy to solve applications, part 2: If, for any reason, the EXAIR product you buy doesn’t work out for you, we offer a 30 Day Unconditional Guarantee on all catalog products. Whether you want to get the next larger or next smaller product, a different one, or go another direction altogether, you’re not stuck with your first purchase…we’ll arrange return for full credit.
Easy to help us help the next person…and yourself: We’re keenly interested in knowing how our products work in specific applications. If you’ve put an EXAIR product to the test, and found that it’s saving you time or money, cutting your air consumption or noise levels, increasing production or safety, or any other quantifiable benefit, you may qualify for participation in a Case Study. Not only will that allow us to better apply our products, we’ve got something for you if you provide a case study for EXAIR.
If you’ve got an application that an EXAIR Intelligent Compressed Air Product may be the solution to, give me a call and find out how easy we can make it work for you.
Russ Bowman
Application Engineer
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
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Max the Brown Tabby and Burt the Grey Kitten: Cat Argument 3 photo courtesy of Found Animals Foundation. Creative Commons License.
Filed under: Customer Service Tagged: air blowing, Air Knife, company policy, compressed air, compressed air efficiency, compressed air product applications, compressed air products, customer service, easy to do business with, Efficiency Lab, exair, FAQ, Frequently Asked Questions, Knowledge Base, manufacturing, optimization, policy, product testing, RRBowman, Unconditional Guarantee
