Going the extra mile
Five examples of colleagues who have made an exceptional effort for the customer
Going the extra mile
There are situations in which the usual service just doesn’t cut it, problems where we need to be resolute and lend our assistance to customers and partners. When push comes to shove, this is precisely what Hager Group employees do and on a continuous basis. Here are five examples of many.
Accompanying the customer
1
“Future Land is a strategic customer of Hager and Wujiang Injoy Plaza of Future Land is the first commercial project in which Hager and Future Land cooperated. Before the project was supplied with electricity, they trained the electrical maintenance group of the customer’s business operation team on products, operation, and simple troubleshooting to avoid faults resulting from maloperation. Besides, they made pertinent training materials for the customer and helped the customer implement internal follow-up training.
On the day the project went into operation, the group composed of two after-sales employees Zhang Jingming and Wang Xinqiang gave on-site support to prevent failure resulting from the peak. After that, in every project on which we cooperated with the customer, the customer asked us to provide the same value-added service and compared ours with the after-sales service of our competitors. When the equipment on the Danyang Injoy Plaza failed due to the fluctuation of the extranet, they voluntarily asked Hager to support them, which indicates that they highly appreciate our meticulous professionalism.”
Refurbishing a landmark
2
“Tower 42, the eighth-tallest skyscraper in the City of London, is an eye catching landmark building. Following its recent sale, a multi-million-pound refurbishment was planned.
Part of the refurbishment plan was to create the ability to reconfigure the lighting control to each customer’s requirements without having to engage with the manufacturer or pay commissioning fees. Our team at Hager UK installed klik LCM, our lighting connection and control system, to run throughout all 42 floors of the building. We went the extra mile at no extra cost. Throughout the process we helped the customer set up and commission the lighting on the initial floors, trained the customer representatives on how to use our system and provided retraining when the customer representatives changed. We also provided help when our team arrived on-site to reconfigure the boxes during the installation phase. We were available on-site, whenever help was needed and at very short notice to deliver on the customer’s requirements.”
Hager Forum
Telling our story
3
Hager Forum, like a magnet, is attracting more and more people. Since its inauguration on 4th July 2015, it has welcomed more than 8,000 visitors from 40 different countries. With its 6,500 square meters, Hager Forum is a place where people can exchange and meet, learn from each other and shape their future together with Hager Group.
To make Hager Forum experience unique, Hager Group decided to not hire specialists or external guides, rather to entrust this mission to its employees; indeed, who better knows Hager Group than an employee. More than twentyfive men and women from different departments in France and Germany make up the guide community of Hager Forum. Their enthusiasm and dedication bring the experience of Hager Forum to life; most of them are long-time Hager Group employees and perfectly acquainted with the company’s history, culture, products and solutions.
One complete day’s training, carried out by Alain Sedira from the Market Area France, enables our guides to provide an hour-long tour in French, German or English. On-going support and coaching sessions from Alain and other experienced guides guarantee the sharing of best practices and a close guide network. All our volunteer guides carry out this mission in addition to their daily work. “Regular feedback from visitors, be they customers or guests from universities or public and private organisations, is that they really appreciate the authentic experience,” comments Daniel Hager. “There really is no better way to learn about Hager Group than from the people who are at the heart of our company.”
On the last stretch
4
Hager Group Montage-Service
Cable Management
“This is a familiar saying with large-scale projects, which often take considerably longer than planned. When a large number of trades are involved in the construction, all the timings need to fit together perfectly to ensure that the whole project doesn’t get off track. We had a similar situation with a manufacturer of electronic monitoring systems who was a customer of one of our customer’s. They required an existing building to be expanded with a number of different elements within a short time frame.
We at Hager Group were enlisted to supply all the products for the cable trunking, which meant that we needed to have completed our work before the floorers and painters could start theirs. A number of changes during the construction phase meant that the completion deadline became increasingly critical and almost impossible to meet. We were forced to redesign, remodify and reproduce some of our products. This meant that our team had to work special shifts and improvise every now and then; everything to ensure there were no shortcomings in terms of quality. And we did it! Our customer and theirs were more than satisfied as a result.”
Jump start in the Czech Republic
5
“An electrical installation can one day cease to work reliably. It is rather rare, however, for a new smart home system in a new building to stop working, and even rarer for the system integrator responsible to refuse to repair it. Yet this is exactly what happened to the board member of one of the largest construction companies in the Czech Republic with a system supplied by a competitor. To switch off the light, he had to go down into the cellar and activate the master switch! Perplexed, he turned to a major German electrical company who frequently worked in partnership with the system integrator and was t he general contractor for the new building. However, he was met with a rebuff. He then discovered the name Hager on the actuator and contacted us to request our help. Our head of technology and an external service provider swiftly resolved the problem. This required four days of hard work on our part; the result was we were left with a working piece of technology and a satisfied customer at the end of the day.”