From the outset, one of my primary goals in starting this business was to ensure customers could speak directly with someone about their equipment needs, preferences, or general public safety advice. Too often, with large safety equipment suppliers, customers must speak to multiple people before reaching someone who may be able to help or return their call. While we have, on occasion, failed to respond to some customers in a timely manner, the reality is that with only a handful of employees serving hundreds of clients, it can be challenging to respond to every inquiry immediately. Nevertheless, we make every effort to follow up, even if it takes a couple of days.
Just today, I contacted two different fire apparatus dealers and received no calls or emails in return, despite providing exact product part numbers. I understand firsthand the frustration when ordering a single item can take a week or two just to place, followed by a 6-to-8-week wait for delivery. This is compounded by calling these places and having to wade through lengthy automated phone systems. While we once had such a system, we modified it several months ago so that, during business hours, all employee phones ring to ensure someone answers. After hours, callers can still reach us via the automated attendant, but choosing to speak with a sales agent or myself gives an 80% chance of reaching someone live. I have emphasized to our employees and sales staff the importance of answering after-hours calls, as 90% of our customers are volunteer fire departments who work during the day and handle these matters outside regular hours. So don't worry about calling us on weekends, evenings, early mornings, etc. We will make the effort to answer your call.
Keith Gammel
Always on call, because so are you.