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Podcast: ‘Breaking the Code’ on Legendary Customer Service

Manufacturing Revival Radio talks with Gene Gray of Innovative IDM.

\"DreamlandManufacturing Revival Radio is a Dreamland Radio production with hosts Todd Schnick and Todd Youngblood. On this show, we feature the companies, the leaders, the innovators leading the charge and driving the innovation. Through the blood, sweat, and tears of working men and women from here at home, to around the world. Learn more at Manufacturing Revival Radio.

Many organizations talk about customer service, but how many can say they've achieved “legendary customer service?” Gene Gray, president of Innovative IDM, just might have broken the code. As Gene phrased it, “Customer service is a way of life,” and he backs up the statement with facts.

At Innovative IDM:

  • Every 90 days, every employee hears about 180 examples of superior customer service in their "Hoopla Meetings."
  • 76 percent of Innovative IDM’s customers rate their service as “far better” than competitors.

Innovative IDM is a high-tech distributor of automation and controls products.

This episode of Manufacturing Revival Radio was originally broadcast on Automation & Safety Radio. Click on the play button above to listen to the interview, or download the audio file at Manufacturing Revival Radio.

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