Attention: TDR Forum Junkies Greetings James Vaughn... ...
In a corporate world where often times only the problems & negative aspects of daily business are heard... ... . I wish to share an experience of personalized Customer Service that is "Over the Top" & beyond expectation.
A few weeks back while travelling through Oklahoma City (to Nashville, Tennessee) over the busy Fourth of July Weekend, my 5. 9 "B" Series Cummins blew it's waterpump. I happened to be downtown on Saturday, July 5th when I smelled burning rubber (serpentine belt) and noticed coolant pouring from the bottom of the pump upon investigation. My first thought was, "It's the 4th of July Weekend... ... I'll never get parts - stranded until Monday!"
I found a phone book and called the local Cummins Shop, which just happened to be, Cummins Southern Plains Ltd. of Oklahoma City (405-946-4481 or 1-800-522-2051). The phone rang a few times & began to give up hope, just then the voice of the 24 hour Answering Serviced pick up and ask if I need assistance. I said YES, and after a few details were asked, I was told someone would be back with me directly.
Within 5 minutes, Larry Kendall - Parts Representative, was on the line offering his assistance. I told him of my dire situation and he mentioned he was just finishing up his evening meal and would run down to the shop and procure the necessary parts to get me back on the road heading home. He said, he would call me when he got to the shop and checked availability of parts. I asked, questions of cost and delivery charge & logistics. Larry said in an apologetic manner, that there's a $50. 00 additional fee for opening the shop but that he would deliver the needed parts to my location on his personal time. I thanked him & he was off to the shop to gather parts & antifreeze.
Here's the "Over the top" portion: All parts & antifreeze were in stock but the Serpentine Belt was in question for proper length and the next size wasn't in stock. Because of this concern, Larry stopped at the local Auto Parts in transit while delivering the parts and purchased the optional belt to insure I got back on the road. Not only was this gesture of kindness & efficiency exhibited, but Larry stayed with me in a Hot, Mid Afternoon, Parking Lot providing moral support & camaraderie while I performed and completed the repair! He said, he wanted to make certain that I was back on the road and had no further complications. Now, That's Customer Service above & beyond the call of duty and treads on caring/concerned Human Nature at it's finest.
The story doesn't quite end there with me smiling and back on the road heading home. Larry called my home a few days later asking if I had made it home safely..... If I had received the billing information in the mail & if I had any questions or concerns about the amount. All was perfect! Incredible follow up!
I can honestly say that I've never had an experience such as this from a commercial business. Larry Kendall took an event that had the potential to be an epic, negative traveller's experience of many days stranded and turned it into 2. 5 hours of downtime and an interjection of human kindness & concern.
I just wanted to take a moment of your time to acknowledge this employee asset to the Cummins Corporation and his willingness to go to extreme lengths to provide Customer Service & caring above the norm. Larry Kendall is that person!
Tim Keen
Cummins Driver & Enthusiast
In a corporate world where often times only the problems & negative aspects of daily business are heard... ... . I wish to share an experience of personalized Customer Service that is "Over the Top" & beyond expectation.
A few weeks back while travelling through Oklahoma City (to Nashville, Tennessee) over the busy Fourth of July Weekend, my 5. 9 "B" Series Cummins blew it's waterpump. I happened to be downtown on Saturday, July 5th when I smelled burning rubber (serpentine belt) and noticed coolant pouring from the bottom of the pump upon investigation. My first thought was, "It's the 4th of July Weekend... ... I'll never get parts - stranded until Monday!"
I found a phone book and called the local Cummins Shop, which just happened to be, Cummins Southern Plains Ltd. of Oklahoma City (405-946-4481 or 1-800-522-2051). The phone rang a few times & began to give up hope, just then the voice of the 24 hour Answering Serviced pick up and ask if I need assistance. I said YES, and after a few details were asked, I was told someone would be back with me directly.
Within 5 minutes, Larry Kendall - Parts Representative, was on the line offering his assistance. I told him of my dire situation and he mentioned he was just finishing up his evening meal and would run down to the shop and procure the necessary parts to get me back on the road heading home. He said, he would call me when he got to the shop and checked availability of parts. I asked, questions of cost and delivery charge & logistics. Larry said in an apologetic manner, that there's a $50. 00 additional fee for opening the shop but that he would deliver the needed parts to my location on his personal time. I thanked him & he was off to the shop to gather parts & antifreeze.
Here's the "Over the top" portion: All parts & antifreeze were in stock but the Serpentine Belt was in question for proper length and the next size wasn't in stock. Because of this concern, Larry stopped at the local Auto Parts in transit while delivering the parts and purchased the optional belt to insure I got back on the road. Not only was this gesture of kindness & efficiency exhibited, but Larry stayed with me in a Hot, Mid Afternoon, Parking Lot providing moral support & camaraderie while I performed and completed the repair! He said, he wanted to make certain that I was back on the road and had no further complications. Now, That's Customer Service above & beyond the call of duty and treads on caring/concerned Human Nature at it's finest.
The story doesn't quite end there with me smiling and back on the road heading home. Larry called my home a few days later asking if I had made it home safely..... If I had received the billing information in the mail & if I had any questions or concerns about the amount. All was perfect! Incredible follow up!
I can honestly say that I've never had an experience such as this from a commercial business. Larry Kendall took an event that had the potential to be an epic, negative traveller's experience of many days stranded and turned it into 2. 5 hours of downtime and an interjection of human kindness & concern.
I just wanted to take a moment of your time to acknowledge this employee asset to the Cummins Corporation and his willingness to go to extreme lengths to provide Customer Service & caring above the norm. Larry Kendall is that person!
Tim Keen
Cummins Driver & Enthusiast
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