SILVER SERVICE® – IT SOUNDS TOO GOOD TO BE TRUE

As told by Kaleb Fantauzzi, Outside Sales, Construction Division:

“My first demoed machine, a Hitachi wheel loader, was brought to a Solid Earth Civil Constructors’ job site in Lakewood, CO for a two-day demo. It was also the first time meeting their superintendent, Richard Lewis, and one of the owners, Matt Peters. After the initial walk around, I spent some time talking with Richard and Matt about Arnold Machinery. The main topic of discussion was Silver Service® – what it means to me and what it would mean to the customer if we are fortunate enough to do business together. I explained to them our 95 plus years of success is due to our relationship with customers and how Arnold Machinery empowers each associate to make sure the customer is happy, as long as doing so is ethical. They were impressed, yet naturally a little skeptical.

The next day I was at Hitachi’s in-person training event in Denver. Around 10am, I got a call from Matt Peters. I texted him saying I’d call him back shortly as I was in a training session. He responded with, ‘the demos down, what can you do?’

I screenshot that text and sent it to Jeremy Harman and Carrie Plaine who immediately jumped into action as they knew I was stuck in training. Within about an hour and a half, we had one of our techs out on site. He quickly got the wheel loader up and running and stayed on site for an extra hour to ensure there were no other issues with the machine.

Later that afternoon, I gave Matt a call to check in on the situation and he told me, ‘It sounded too good to be true but it’s not. I see what you mean about this Silver Service®.’

This customer subsequently bought a ZX210-6 Hitachi excavator and are demoing a new ZX135-7 this week with plans to rent with a purchase option, if the demo goes well. They also have plans to purchase the demoed wheel loader in the next two to three months.

The other owner of Solid Earth, Don Peters (Matt Peter’s father), has called Mike Miles to thank him for what we’ve done. In his almost 30 years of running a business, he has never seen a dealer or any other vendor take such great care of him and his company.”