At Kamps we know we know our business is not all about pallets, as important as those are. Our business is about providing our customers what they need when they need it, and only a part of that involves pallets. A pallet company is ultimately another kind of transportation facilitator, and this is why we place such an emphasis on customer service.
Kamps trains our employees to anticipate customer needs. We choose our staff based on their people skills and ability to act flexibly and decisively. We’ve made it easy for our customers to do business with us because we commit to delivering the pallet resources they need when they need it and picking them up when they no longer do. We look at every interaction as an opportunity to excel.
During our training, we emphasize to our employees five key values for ensuring the Kamps customer experience. These are:
- Loyalty – We are here to develop an enduring relationship with our customers, one that is mutually beneficial. That means maintaining satisfaction over the long run, and the best way to accomplish that is to make every experience a positive one. Our employees have no control over what happens outside of their part in the chain of communication and service, but they can make that part as good as possible. That’s the goal.
- Service – We emphasize that the most important part of service is not what our employees say but whether they do what they say they are going to do. Our system has checks and balances to ensure accountability and limit mistakes, but we also tell our employees to acknowledge their mistakes. We’re human; we all make them. The important part is to fix them, promptly and to our customers’ satisfaction. Our motto is: “When things go wrong, make it right.”
- Respect – Our customers are the reason we are in business. Without them we cannot operate, and respect is crucial for developing a long lasting relationship.
- Communication – Our customer service training emphasizes the importance of listening well, speaking clearly, stating the specifics, and being prepared to repeat or clarify anything to a customer, if necessary. Communicating expectations of where, when, and how exactly Kamps will serve their needs from the outset goes a long way to eliminating mistakes within the process itself.
- Knowledge – Our customer service representatives know their business – pallets and service – so they can answer questions as they come up.
The pallet business has certain complexities that we’ve discussed before, but providing good service isn’t one of them. The key is hiring competent and responsive people and giving them the training and support they need. That’s our secret. If your pallet company has disappointed you with unreliable service or poor communication, we would love to talk to you about the Kamps pallet experience and what we can do for you.