Our Customer Service Process.

Written By Sean McMannis

Last week, we posted about our recent service meeting where we reviewed our service priorities. This feels like a topic that deserves a dedicated blog. It’s what makes us different, after all. The home page of our website states the following:

 “Washington Elevator was founded to challenge our industry to be better, where too often, elevator companies prioritize profit-driven decisions over customer-centric results.”

 Let’s talk about what we’re doing to be different…It all starts with a “red carpet rollout” for our new customers.

Customer Service Process.

  • Kick-off Meeting. We view all relationships as partnerships. We kick things off with a brief call to introduce our teams, discuss job-specific requirements and review expectations. We try to schedule this a week or two before the agreement starts.

  • Welcome Packet. All new customers receive a welcome packet including our W9, COI and Reference Card with our dispatching information.

  • First Visit. Our goal is to perform our first service visit within one week of the start of the term. On this visit, the assigned service mechanic will make an introduction, deliver our Maintenance Control Program and reprogram the emergency phone (if applicable).

The transition has been seamless. Once successfully onboarded, our customers can expect the following:

  • Monthly Service Visits. This is a big deal! At a time where most companies are cutting service, we believe in “old school” maintenance. Our mechanics are the face of the company. We do our best to support them so they can provide the best possible experience for our customers. Below is a summary of recurring services.

    • MONTHLY. “Top 10 Tasks”.

    • QUARTERLY. Perform Fire Service Testing. Most companies will not perform this test.

    • ANNUALLY. Category 1 test is completed.

    • ANNUALLY. Quickly make any corrections necessitated by an Inspection Report (City or State). We strive to keep deficiencies to a minimum and respond quickly when they arise. Because we’re onsite monthly, these items don’t remain open for long.

Our Top 10 Tasks.

All activity is logged in the Maintenance Control Program.

  • Our Commitment.

    • SHORT-TERM & FLEXIBLE AGREEMENTS. We will never hold you hostage in an agreement that doesn’t work for you.

    • 15 MINUTE SERVICE CALL CALLBACKS. Any service call that is placed will receive a call back from the responding mechanic with an ETA within 15 minutes.

    • RESPONSIVENESS AND COMMUNICATION. We’re different. We answer our phones and/or call you back. If there is an ongoing issue that requires parts, permits or scheduling, we will communicate with you regularly and proactively.

    • PROMPT TESTING. We worry about elevators so you don’t have to. That means proactively scheduling testing.

Can you benefit from our Customer Service process? Contact Sean to discuss further.

Sean McMannis

There is nothing that Sean enjoys more than helping a customer solve an elevator issue. Since 2008, he has witnessed a deterioration in the services provided throughout the industry. Sean prides himself on being responsive and honest. He takes the time to educate elevator owners and help them understand their options. After spending time at various elevator companies, Sean joined Washington Elevator because he believes building owners and managers crave a company focused on people, not profits.

With more than 15 years of elevator experience, Sean’s goal is to proactively address all elevator issues so that you can focus on your business.

When Sean isn’t helping customers, you can find him playing on the soccer field, cheering on the Sounders and enjoying activities with his wife and their two young kids.

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Get Your (SERVICE) Priorities Straight!