On a typical day, Ariens Company's technical service department fields telephone calls, emails, social media comments and chat messages from customers. Customer requests range from locating parts to finding the year of a vintage machine, and hundreds of topics in between. Rarely, though, does the technical service department receive something that astoinshes them.
When Ariens Company Warranty Manager Dave Miller saw the cartoon, he knew he had to respond in an equally impressive way.
"We thought it was really neat that he took the time to send this drawing in," said Miller. "We've never seen something this elaborate. Once I started sharing his drawing around the office, it took on a life of its own. Everyone had ideas about what we could do in response."
Brian Masters and Adam Stanton, two Ariens Company employees, drew the response cartoons. Along with the two response cartoons, Miller also included a collectable diecast model of a vintage Sno-Thro. Tim Schuh, a district sales manager in the customer's area, delivered the package to him.
The following cartoon was sent to the Ariens Company technical service deparment asking about a recently-purchased Sno-Thro:
Ariens Company employees Brian Masters and Adam Stanton answered the questions with two drawings:
This customer interaction is an example of how Ariens Company's vision "passionate people, astounded customers" guides the way Ariens Company employees do business each and every day.