Jinan Mr. Li Sends a Thank-You Letter Overnight:

Many times, a deeper level of customer recognition for a company comes after the purchase of machinery, especially through timely and effective after-sales service. To earn a positive reputation among customers, it's essential to truly meet their urgent needs, understand their concerns, and turn promises into action. This way, customers will genuinely feel that Shandong Sanxiang Heavy Machinery's after-sales service is not just verbal commitment but a real commitment in action.

Yesterday, around 5 pm, the parts sales department of the company received a call from Mr. Li, the owner of Jinan Hongsheng Concrete Mixing Plant. He reported that during the crushing process, a large piece of iron accidentally entered the machinery. Fortunately, they managed to shut down the equipment promptly, preventing significant damage. However, they urgently needed to replace a new high-chromium alloy hammer head, a flat wear plate, and two curved wear plates. Unfortunately, these parts were not available on-site, and they were under tight production deadlines. Mr. Li hoped that Shandong Sanxiang Heavy Machinery could find a solution as quickly as possible.

Following this call, the parts sales center of the company promptly contacted the regional manager, Mr. Wang, in Shandong. They decided to transport the necessary parts to the customer immediately using a dedicated vehicle. The customer called a little after 5 pm, and by 6:30 pm, the dedicated vehicle was loaded and on its way to Jinan. It arrived at Mr. Li's concrete mixing plant around 9 pm, unloaded the parts, and organized on-site workers to replace the hammer head and wear plates.

The replacement process went smoothly, taking about an hour, and by around 10:30 pm, the entire production line was back to normal. In the middle of the night, the company's leadership received a thank-you letter from Mr. Li. In his letter, he expressed his gratitude, saying that he had initially hoped to resume production the next day and did not expect such a prompt and effective response from Shandong Sanxiang Heavy Machinery's after-sales service. He felt that the company genuinely cared about their customers. In response, the company's leadership expressed that this was what the company should do, and they assured Mr. Li that they would be available 24/7 for any future needs.

In reality, this is just one example of the service provided by Shandong Sanxiang Heavy Machinery to its thousands of customers. Over the years, the company has consistently adhered to a strong after-sales service system, always placing customer needs at the center of its actions. By actively resolving the difficulties and problems encountered by customers in their production activities, the company has gained widespread customer appreciation and naturally built a strong reputation.