| J. R. Clancy Named "Best in Class" in 2008 ESTA Customer Survey |
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| Written by Breanne George | |
| Sep 16, 2008 |
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SYRACUSE, N.Y. — J. R. Clancy, Inc. has been named “Best in Class” of all manufacturers in the ESTA 2008 Customer Service Survey. The ninth annual survey, administered by ESTA, gathers data on a specific manufacturer’s performance from theatrical equipment dealers throughout the country. Survey questions examine five major categories: Customer Service, Shipping & Billing, Technical Support, Web site and Quotations. J. R. Clancy scored highest in the industry in four of the five categories: Customer Service, Technical Support, Web site and Quotations. Its combined scores across all five categories led the company to receive the overall Best in Class ranking.“My goal is to emulate the customer service provided by J. R. Clancy,” one dealer representative wrote in the comment portion of the survey. Another wrote, “Everyone is always very professional and knowledgeable. Questions are always answered in a timely manner.” J. R. Clancy president Bob Theis was gratified to receive the high scores and glowing comments from dealers. “We’re very proud of what we’ve done, but we’re not complacent,” he said. “This fall we’ll be introducing additional quality measures and processes that will help us maintain and increase our customer satisfaction rankings. We call our customers ‘partners,’ and they’re our most valuable asset.” J. R. Clancy’s success in the 2008 Customer Service Survey can be attributed to its stated mission, “Making Our Partners Successful,” and its commitment to the goal of 95 percent On Time, Complete and Correct (OTCC) shipment of its equipment. “When the partner receives their equipment on the job site, it will arrive when they want it, built exactly to their specifications and ready to install complete,” said Theis. To achieve this goal, J.R. Clancy uses an ISO 9001:2000 Quality Management System. This quality framework covers all aspects of every project, from bidding to closeout, with an emphasis on communication. “The goal is to keep every project on time with no surprises,” said Theis. “We’ve learned the necessity of this through our experience in designing, building and installing literally thousands of projects.” ACTION ITEM: For more information, please visit www.jrclancy.com Don't get Stage Directions? Click here to subscribe now!
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