Jeremy enjoys a streak
A significant milestone in our quest for after-sales service excellence has been reached, with the team in LA helping Power Gems achieve six days without a single customer unit in for repair. That’s six days and counting. Given how many of our high speed HMI ballasts are in circulation, many dating back two decades, it’s an impressive result.
Jeremy has been tracking the streak. It’s as simple as putting a checkmark on the calendar, for every day the Santa Clarita after-sales team aren’t working on fixing a ballast.
He started in February 2019, when we suggested you move along, there’s nothing to see here
Jeremy was moved to mark that day, when the repair shelves were empty for the first since he joined as General Manager in October 2018.
At first, the chain didn’t grow longer than a day or two. Then the time increased before it was broken.
I like to keep track,” says Jeremy, “it sounds silly, but there’s real satisfaction in seeing the reality of how we take care of technical calls and emails. We do everything possible to keep your ballasts off the repair bench and busy working for you. You can get troubleshooting advice and an assessment from Los Angeles, or speak directly to one of the engineers in the head office in the UK. Often we don’t need to have the ballast in front of us, because we’re so familiar with all the range and they’ve been designed for easy maintenance.”
Maintaining the chain means keeping at it, improving the repair service, adding a day at a time.
Jeremy says: “I’m very proud of our quick and efficient turnaround times. Thanks to the changes we made in 2019 to streamline the process, we’ve got a reliable repair service.”
Will you be the one to put an end to his streak? Get in touch if you need to book a repair
