Perfecting Service in an Imperfect World!
By Eddie Friedlein – Branch Manager
Some service calls are not just a job, they are a story that shows the determination needed to make things happen. Even before COVID we all knew that we are living in an imperfect world, since COVID we are challenged with a whole new level of obstacles to overcome.
Recently our Cleveland service team perfectly demonstrated that it is possible to makes things happen even when the cards are stacked against you. Our Cleveland team have proudly been a long-time installer of Follett Ice Machines. Installing these units at both new and remodeled facilities is nothing new, but this project just goes to show you never stop learning and experiencing new things.
The project in question was at a Chick Fil A remodel and had been scheduled for some time. The equipment was delivered, and the contractor gave us the green light, so service technicians Dave and Jerrid were dispatched to the location, so far, so good, just another install. If this was a TV show, right about now you would here that screeching tire sound and a narrator announcing in dramatic fashion that “there was no power, no water, and even no parking lot”. To add to the mix the condenser’s roof top frame was the wrong size. Clearly there had been some misunderstanding. Now, our technicians know that since COVID we are scheduling three weeks out, so rather than reschedule, it was time to adapt and overcome. And that is exactly what they did.
Here was the plan, get a power inverter, get metal stock, and park next door. So, with tools powered by the service truck, they built new framework, made a new roof penetration, and installed the condenser and the ice machine as scheduled, and just as soon as there is power and water our technicians will be back to test the unit.
What makes great service companies is great technicians. The dedication shown by Dave and Jerrid to get this job done is remarkable. Thank you, guys, your skills and attitude prove that being a Field Service Technician in the foodservice industry is something very special.