Customer Delight- The Mantra of Mereco
Posted: Jun 30, 2014
At Mereco, we want all of our customers to be delighted when they are doing business with us.
In our mind, there is a tremendous difference between our customers being “satisfied” and being “delighted”. A customer being satisfied means that Mereco has performed according to expectations. Being delighted means we have gone above and beyond the call of duty not only to meet the customer expectations but that we have exceeded their expectations by offering them additional information or services beyond that required on the purchase order and they look forward with delight to doing business with us again.
The genesis of the “Customer Delight” program occurred in 1997 when Mereco was gearing up to get certified to the ISO-9001 requirements. We felt that we needed a powerful quality statement that was provocative enough to motivate us to live up to it. “Customer Delight” then became a key component of the quality statement that exists today, as follows:
“Mereco Technologies is totally committed to satisfying and delighting our customers by providing them with high quality engineered solutions, products and support through continual improvement”.
Little did we know at the time that we would have to prove to the ISO Auditors that we indeed did delight our customers, a requirement that remains to this day.
So, if you’re not delighted with your business interaction with Mereco, I’d like to hear about it. Contact me at (401) 822-9300 or by email at pmpapoojian@mereco.com.