Our Customer Focus

Customer Focus FAQ

What is Customer Focus?

It is both a philosophy and a process. It is the belief that the path to excellence can come only from seeing our company, our individual departments within the company, and ourselves through our customer's eyes. It is constantly asking ourselves: "Am I doing everything I can to help our customers acheive their goals". Customer Focus is the only way forward to becoming the best Materials Handling company in Southern California.

How do I become excellent in Customer Focus?

Ask yourself: "Who am I being for my customers and my colleagues?" and "Who do they need me to be for Raymond Handling Solutions to become the best Materials Handling company in Southern California?"

Have you ever felt as if your vendors or suppliers of services were only out to make a buck with no regard for your business needs?

Here at RHSI we have educated all our associates in the art of Customer Focus. Our philosophy is, what can we do to make YOUR OPERATION run better, smoother, and more efficient. From office personnel or to those you see on a day to day basis, our commitment to you is the RHSI policy.

What if I perceive my colleague to have lost his/her focus on the customer?

Ask them to help you understand where they are coming from. Take a moment to share with them your perspective. Remind them that large ideas such as Customer Focus will always triumph over small ideas of personal interest. Finally, inspire them with who our customers need us to be. Get them to buy into the vision we have set for ourselves and our place in the industry.

What has RHSI done differently than others in material handling to stay competitive in this economy?

RHSI has not sacrificed customer service by making cutbacks. In fact, we have increased our staff and provided additional educational programs to maintain extreme Customer Focus.

The Customer Focus Difference

We are committed to looking at our business through your eyes

Customer Focus-It’s a Small World

We've taken a great deal of pride in providing our associates with training in the field of Customer Focus. Recently our president received a call from Howard Hyden. Howard wanted to point out that during one of his presentations, he mentioned Raymond Handling Solutions, and talked about all of the effort that we have put into Customer Focus.

One of the people at his talk, Mr. John Funk of Skyline Orange County in Lake Forest, stood up and validated everything Howard said. John mentioned that his company relied upon Raymond Handling Solutions to keep their truck running and that they were very pleased with their level of service. We show up when we say we would and our forklift technician is very good at fixing the truck and working with the customer.

On behalf of Raymond Handling Solutions, thank you Jim Bixler for doing an outstanding job for Skyline in servicing their forklift. The customer really did notice. The second is the affirmation of one of the Customer Focus concepts. Positive Word of Mouth; it's a small world. Whenever, we can get a customer to voluntarily stand up and proclaim our excellence, it is a good day. It is something we can’t buy, we must earn it.

Thanks again to Jim Bixler but thanks also to everyone else within RHSI who continues to focus on the customer. Your hard work it appreciated more than you realize.

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