Our Ten Commandments of Customer Service

1. Recognize who is boss. Hastings Machine is in business to service customer needs, we can only do so if we know what it is our customers really want. When we truly listen to our customers, you let us know what you want and how we can provide great service. We never forget that our customers make our jobs possible.
2. Be a good listener. We take time to identify our customer’s needs by asking questions and listening to what our customers are saying. We listen and pay attention to our customer’s words, tone of voice, body language, and most importantly, how you feel. We do not make assumptions based upon intuition, thinking we know what our customer wants. We always seek approval and confirmation as questions arise.
3. Identify and anticipate needs. The better we know you, the better we become at anticipating your needs. We will study your consumption pattern and cyclic activity in an effort to provide even better service and capabilities.
4. Make customers feel important and appreciated. We treat our customers as individuals. We will always speak to you and use your name. Just like you, we value sincerity and personal attention. It creates good feelings and trust, and builds great relationships. At the end of the day, we prefer to work with people we can call friends.
5. Help customers understand your processes. We may have some of the industries’ best systems and processes for getting things done, but if you do not understand them, we can all get confused and impatient. We try to take time to explain how processes flow and how they simplify scheduling. We will never let systems reduce the human element of Hastings Machine in our relations with you.
6. Appreciate the power of “Yes”. If at all possible, our answer will be yes. Our first thought is to determine how we can help supply your needs and solve your problems. At Hastings Machine, we want to be the first people you think of when you need help. Your relationship and business are our goal, we strive to make doing business with us easy. We will always do what we say we are going to do.
7. Know how to apologize.  Like you, we are human. We will make mistakes. We will bend over backwards to fix it and learn from it. We will address problems immediately and let you know what we are doing to prevent a repeat mishap. At Hastings Machine, we strive to minimize our weaknesses and maximize our strengths. We greatly value your inputs and feedback, even complaints; they afford us the opportunity to recognize shortcomings and fix them.
8. Give more than expected. The future of Hastings Machine and your business as well, lies in keeping our respective customers happy and elevating ourselves above our competition.
9. Get regular feedback. We encourage and welcome your thoughts, ideas, and suggestions on how we can improve. Be it, in person-to-person conversation, e-mail, text message or a Hastings Machine QA survey response, we look forward to your insights.
10. Treat employees well. Employees are your and our internal customers and like our external customers, deserve a regular dose of appreciation. Treating our HMC employees with respect and acknowledging their vital contributions dramatically impacts the attitude and regard they have in their daily responsibilities and corresponding impact on our customers.