Customer Service Is a Mindset, Not a Department

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If you had to quickly answer the question, “My most recent customer service experience was …” would you have a positive story to share, or, unfortunately, a frustratingly negative one? What’s your opinion of that company as whole – and how has it been impacted by your customer service experience?

Regardless of industry, customer service is one of the most important aspects of your business to get right, but these efforts often take a reactionary role at companies who instead concentrate on, well, their business. But are they really?

Consider these insights from the 2018 Gladly Customer Service Expectations Survey:[i]


At ACE METAL CRAFTS COMPANY, we believe customer service is the foundation of our success. Our Customer First program is one of the ways everyone at ACE is on the same customer service page.

  • Jeff Szczupaj, Account Manager
    We need to be responsive, timely and accurate – we believe customer service is everyone’s responsibility at ACE. Our Customer First program reflects our commitment to understanding the customers’ point of view and working hard to give the right answer as quickly as possible.
    Jeff Szczupaj, Account Manager

By assembling a team of Customer First members from every area of the company, ACE strives to provide the best possible experience for our customers. Simply put, we are dedicated to building relationships of trust with our customers by listening deeply, consistently keeping our commitments, and always responding on time.

While the Customers First program has spot-lighted our approach to customer service, ACE’s ongoing commitment to a conscious culture – growing as individuals, winning as team - is an active part of our company culture in delivering unsurpassed machining and fabrication solutions. Our customers’ long-term satisfaction with all aspects of our business remains the top priority at ACE METAL CRAFTS COMPANY.