Customer Service is Not a Department, It’s an Attitude.

Glen Roberts
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I was processing a very nice order from one of our resale accounts in Texas and it reminded me of how we lost then re-acquired them and they have now become one of our better accounts. They started with Cleveland Vibrator back in 1994 and would order industrial vibrators here and there up to 1999, then simply vanished off our radar. Seven years later, in 2006, they contacted our marketing person at that time about purchasing weight covers for Rotary Electric Vibrators. I believe these motors were used on dewatering screeners. From what it would seem, one of our competitors would not supply this company with the weight covers and only wanted to sell them the complete drive motor. This simply doesn’t work since the weight covers serve two very important functions. One is to keep impurities and foreign matter out of the electric vibrator, not allowing the accumulation of the matter on the weights. Two, the covers act as a safety shield from anyone coming in to contact with the rotating eccentric weights.

What Cleveland Vibrator decided to do was to remove the weight covers from new units in our stock and ship them to their customer in a timely fashion. This transaction turned into a quote for a new Rotary Electric Drive. We not only quoted but received a substantial order for drives the very next week. Nine years later, the re-seller and their customer are still satisfied with our vibrators and customer service.

In the past nine years we have made two changed to their order per requests from the end user. The first request was to change the mounting bolt length used to mount the vibrators to the screener. With Cleveland Vibrator supplying mounting hardware at no additional charge to our valued customers, we changed the bolt length per our customers request and now stock them at our factory in Cleveland just for this customer’s special needs. The second request was little more difficult and involved a design change on how the vibrator was manufactured. The customer was having some issues with moisture entering the bearing chamber and contaminating the grease which could lead to premature bearing failure. We worked with the manufacturer of the drive and they designed a labyrinth type bearing cover that took care of the problem. Cleveland Vibrator passed no additional cost on to our re-seller and see this an example of a little bit of customer service turning in to very nice long term account.

We are always willing to help our customers as much as we can, do you have a bulk material problem? We are here to help you too, contact us today!

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Glen Roberts

Glen Roberts

Glen Roberts started at The Cleveland Vibrator Company in 1968 and except for two years of military service have been, he has been part of the family atmosphere for over 40 years. During that period, Glen was trained in our machine shop to learn finishing, polishing, honing, assembly, and shipping as well as working in order processing department. Glen was promoted to several supervisory positions such as lead man, foreman, general foreman, plant manager, and vice president of manufacturing. He has also worked in purchasing, estimating, inventory control and research and development. Currently, Glen is assigned to vibrator sales, quality control and customer service. He is also a proficient weekend duffer in golf. Glen enjoys tinkering, trying to fix things and improvising ways to do so. Glen enjoys helping folks especially his customers and learning from each one of them.
One Response to Customer Service is Not a Department, It’s an Attitude.
  1. Joe Kramer Reply

    Hello, I have designed and built a machine to screen compost and create customized soil mixes. I am having trouble creating enough force and vibration to move material through the two screens. I would like to use a single phase vibratory motor but am I am not sure I will create the right atmosphere. Joe

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