We're happy to say that the Forklifts Group has a reputation for great customer service. It’s not by accident—we put entire systems in place behind the scenes to make that happen. To deliver for our customers, from the first day we talk, to every day following.

We decided to lay it all out here. Everything about our customer service approach, above and beyond the sale. Why? So you’ll know everything about the process, and what it provides for our customers.

The Forklifts Group Customer Service Mindset

Our approach to customer service has four pillars:

1. No Excuses. Stay transparent. Recommend only what fits. Take ownership if something doesn’t go well.
2. Empowered Team. It’s our responsibility. What? Everything.
3. Listen. Listen to what the customer actually needs, not what you think they need. Ask questions.
4. Max Uptime. Maintain each customer’s maximum uptime according to their workflow.

Sounds pretty simple, because it is. Now let’s break down what these pillars mean for you, the customer.

Our Service Level

It may sound odd in the material handling industry, but Forklifts Group leadership wants customer service to achieve a “White Glove Standard.”

• Share all information requested. That means all.
• Be held accountable to the service requested.
• Strive to perform as well as possible. Personal service quality leads to organizational service quality.
• Aim for the best service you can give, every time, every customer.

Checking In

How do we confirm we’re still giving the best service? We check in.

We conduct routine account reviews of service performance w/customers, partners, and internally. What uptime levels do they report? Can we improve it in any way?

Example: During a check-in we find that a customer’s service frequency has gone up. It’s costing a little floor time. We may then recommend swapping out the forklifts for another type that can do a more efficient job in the same role.

Feedback

Everyone collects feedback at every stage (from our initial contacts to a 3-year check-in). Internal team members collect & analyze this feedback several times a year.

If they find a pattern of service degrading, they reach out to that location’s general manager for resolution. If they find service is going very well, they share the good news with the location manager so they can recognize the people doing a great job.

Managing Reputations New and Old

Some locations had their own reputation before joining Forklifts Group. For instance, the Denver location previously served as FMH, while the Fresno location served as Cromer.

With new management comes new standards. These can lead to confusion among long-standing customers. They may ask themselves questions like,

"Do we have to find another vendor?"
"How will this new entity treat us?"
"Do they still have Ben? I’ve worked with him for 10 years now…I don’t want to work with someone else."

To address this, Forklifts Group put a big project in place – a thorough effort to get the word out.

We deployed several team members to talk with existing customers AND prospective customers. They shared the Forklifts Group story, what we’ve done, and what they could expect from us going forward. 

(It’s still going, if you’re wondering.)

Like we said earlier, stay transparent. Management changes always bring questions, and it’s our responsibility to answer them all.

When Things Go Well

Did you know a person is 9 times more likely to leave a negative review online than a positive review?

That means it’s our job to capture as many of those positive reviews as we can!

Each Forklifts Groupe representative has a QR code on their device. A customer’s speaking well of their latest interaction? Scanning the QR code takes them to a review page, where they can share their thoughts right away.

We call these "Quality Compliments." They’re how we request the five-star Google reviews you see. Everyone who gets a "Quality Compliment" from a customer gets internal recognition for a job well done.

Making it Right When Things Don’t Go Well

Here’s the big question – "What’s your service plan for when things go bad?"

We strive to avoid this of course, but it can still happen. If a sales rep receives a report of a negative experience, they put out a "Quality Alert."

Quality Alerts go to top leadership, who schedules a call ASAP to examine & fix the issue. A fix is determined ideally within 24 hours, and implemented just as quickly.

"If we messed something up, we should fix it. Because white glove service demands it."
– Jason Watson, Regional Vice President of Operations
 

No Excuses, Max Uptime, the Best Service We Can Give – That’s Forklifts Group

By these standards, we’re happy to say that our customer relationships continue to do well. We hope this post has given you a good window into those relationships.

Our sales team takes a proactive approach on communication with customers. In that respect, does this raise any questions for you? Please let us know at: 

• SalesEast@forkliftsgroup.com (Eastern locations)
• SalesWest@forkliftsgroup.com (Western locations)

Until next month!

-The Forklifts Group Team