Page 54 - BizVoice May/June 2013
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54
BizVoice
/Indiana Chamber –
May/June 2013
product of new communication vehicles, but also due to the Great
Recession. Before, customers had a deeper bench of technical and
engineering resources available on staff. Today, those customers
are adapting through stretching their resources in search of
technical expertise or advice. The Switzerland-headquartered
Endress+Hauser supplies industrial process measurement solutions.
“Responding to customers in days and weeks used to be
acceptable, but today – we must respond in hours and even
minutes,” he offers. “Today, even minutes could result in a
major loss of money or be a safety concern for our customers.”
When it comes to public safety, there can really be no
delay in response times, Skillman explains.
“When you’re dealing with construction and renovation,
most oftentimes of occupied public facilities, we are available
because we have to be. It’s the safety of the public. If there’s an
issue, we’re that single point of responsibility for safety and quality.
“And I think that’s not a demand on the owner; that just
speaks to the quality of care of our business model and our
philosophy of quality care. … It’s not a question of work
burnout, or not being able to detach. It’s just what we do.”
I N F O R M A T I O N L I N K
Resources:
Dennis Couch, D.L. Couch, at
Todd Lucey, Endress+Hauser, at
Dawn Reynolds Pettit, Horseshoe Casino Hammond, at
David Bochnowski, Peoples Bank SB, at
Brad Skillman, The Skillman Corporation, at
Talk about encouraging “getting away”: Horseshoe Casino
Hammond recently took five employees and their guests (drawn at
random after a customer service incentive program) on a four-day
vacation to Las Vegas.
