As part of re-launching our website in March 2012, we worked with Gorilla here in Chicago to help come up with some new messaging to illustrate what Grid Connect is all about. We had a lot of discussions around what set Grid Connect apart from other companies in our industry, and out of that came our new slogan of “Real Humans, Expert Support.”
It has always been important to our founder, Mike Justice, that a real person answers the phone when you call us. We strongly believe that enabling our customers to speak directly to a real person is a cornerstone of great customer service. This seems like something that is pretty straightforward, but in the age of automated answering systems and “press 1 for sales,” we often find customers who are pleasantly surprised to talk to a live person on the other end of the phone. Awhile back we were visiting our partners at U-Line here in Chicago and were impressed by the fact that they consistently answer the phone faster than a 9-1-1 operator. While we are not quite there yet, we are striving to reach that goal as well.
When our customers reach out to us, we strive to provide expert support they can count on. In our industry, there are a lot of companies who have big catalogs and offer a lot of products, but are nothing more than what we like to refer to as “box movers” and “order takers.” These companies have a huge selection, but when it comes to answering a deep technical question or actually helping you with the product once its in your hands, we have heard too many times that the competition fails. Grid Connect is a company with real engineers who have expert technical knowledge. Our engineers have expertise in embedded networking, Serial, Modbus, PROFIBUS, PROFINET, Ethernet/IP, and a host of other fields. With this expertise, we are able to put customers in touch with engineers that are able to answer complicated technical questions, troubleshoot issues, help with product installation, and much more.
While the slogan of “Real Humans, Expert Support.” was goofy to us at first, the more we thought, about it the more we agreed that it really does a great job of summing up what sets us apart. At Grid Connect, we take a lot of pride in our ability to take care of customers in every way possible. I hope that if you pick up the phone and call us with a question, you will find exactly that on the other end of the phone—“Real Humans, Expert Support.”