Recently, I had a missed call from a customer. The day got away from me, and before I knew it, it was time to head home. As I was in the process of shutting off the lights, the phone rang. I hustled over to a phone, noticed it was the customer from earlier, and answered. I apologized for not calling him back, and asked how I could help.

He said he had a small order for a dry break or two. I input the order, and as I was wrapping up, I asked, “how quickly do you need it? Ground or overnight?” He replied he needed it overnighted, and that it could ship the next day. Two thoughts entered my mind: if I’d not gotten so wrapped up in a task, I could have called him back earlier and my shipping crew could have easily gotten it out the door. Also, if the customer could wait a bit, he wouldn’t need it shipped via next day air. I told the customer that given he needed it overnighted, I would get it shipped and dropped off at UPS on my way home. He sounded a little surprised, albeit pleasantly so. “Really? You’ll drop it off today? Thanks, I really appreciate the hustle.”

I know what it’s like to wait on something you need to keep your day rolling. We ship a high percentage of our orders same-day and if we can’t, we plan to update you about it.

This past Sunday, I was meeting a friend, and didn’t check my phone. When we wrapped up, I noticed a Facebook message from a customer, asking for help troubleshooting a pump. I asked a few questions such as if there had been any changes, how long the issue had been going on, etc. We were just about at the end of the list of common items when I mentioned checking the impeller. In this particular pump, the impeller threads onto a shaft, which then uses a collar to cause it to grip the motor shaft. I assumed the retaining nut had worked loose. Turns out the collar clamping the impeller to the motor shaft had worked loose, and the result was a vibration and increased workload on the engine.

The customer got everything corrected and is back up and running. His last message to me was “thanks for helping me out on a Sunday afternoon.”

My point is this: we’ve been in your shoes. While my crew and I don’t run spray rigs, we know what it feels like when a vendor tells us, “Your order hasn’t shipped yet. It’ll be another two weeks.” We know how frustrating it can be when you need a bit of help, but can’t get through to someone who knows what they’re talking about. I tend to get way in the weeds on technical stuff, but I’ve bushwhacked my way through enough times to know that sometimes, getting into the weeds helps people better understand their equipment.

I have a vested interest in ensuring you’re happy with our service. That’s why we do the best we can to take care of folks. And this motivation is shared among my crew. Joey will meet folks at the office on a Saturday if they badly need something, and I won’t hear about it until the customer pops on Facebook and sings our praises. It’s just the kind of person Joey is. This is the kind of crew at Pickett. We’ve got your back because you’ve got ours.

I’ve got some interesting changes coming down the pike. I’ll have more details in the next post. I’m learning a new skill, and Pickett is offering some new products. Stay tuned, and as always, feel free to reach out if I can help with anything.

Bailey Everett

bailey@epickett.com

662-890-9095