At Sigma Thermal our commitment to providing exceptional customer service is what sets us apart from the competition. Each step of a client’s project, from inception to installation, is managed by a qualified team of professionals who focus on planning, executing, monitoring and controlling all aspects of the project until completion. Guided by a set of principles, including responsiveness and a customer-focused mindset, the Sigma Thermal team works continuously towards ensuring an effortless experience for all clients.
Better Than Perfection
While Sigma Thermal is by no means flawless, the company takes full advantage of every opportunity for improvement and will put in the time and effort necessary to enhance their services to suitably fulfill every customer project.
Customers trust us not because we are perfect, but because we are committed to striving towards perfection.
It’s All About Our Clients
As much as we believe that providing the highest quality equipment and services, it is equally important that we provide our clients with a positive customer experience from procurement, to commissioning, and throughout the life of the equipment. Thoroughly dedicated to this effort, all Sigma Thermal employees hold fast to the following principles:
Responsiveness is fundamental to a positive customer experience.
Quality customer service is about more than interacting with a client during key points of a project. It’s maintaining communication with the client and letting their voice be heard, sticking to an established schedule, and providing reliable support.
Prioritizing the Customer
Every project starts with the identification of the customer’s key goals. Those goals can be driven by schedule, design, cost, or any number of other factors. In some cases it may be necessary to compromise one of these goals in order to meet another. Understanding the hierarchy of these goals is critical to decision making throughout the duration of the project. Our project team strives to understand these goals at the beginning of the project and to continually communicate to ensure that those goals haven’t changed.
Our goal at the end of every customer interaction is to have each customer feel that it was easy to do business with us. We judge every interaction by that simple standard because that is the experience we expect from our own vendors.
Providing Guidance and Expertise
As the process heating systems experts, we must become partners with our customers. We must fully understand their process requirements and provide the right direction for the integration of our equipment into their application. Only through this understanding and proper integration can a system installation be completely successful.
TIPS FROM REAL PROJECT MANAGERS
5 tips from Sigma Thermal project managers
As a project manager (PM), you need to operate in an organized manner to successfully manage your project and team. The project manager must keep up with the details of a project. A PM should give guidance and encourage adherence to internal procedures and processes to maintain organization. Conformity to polices and procedures promote consistency with the way team members accomplish tasks.
PMs should systematically organize information and the way it is stored, so they or others on the project team can locate it when needed. Staying organized ensures you are referring to or relaying the latest information. When a PM, project team, and customer consistently exchange accurate information quickly, this builds trust and reliability and moves the deliverables and the project forward.
PMs need to make sure everyone involved in the project is communicating. They should be checking in with customers and expect customers to regularly check in with them. A constant flow of communication both internally and externally is important and required for the success of a project.
You don’t want the project team or customer to be blindsided by the information that is delayed or not communicated. No matter what a PM has to convey, whether it’s good or bad, it’s best to share it as soon as possible. It’s particularly important to relay bad news quickly; therefore, you can work through the issue with the customer.
Also, if you (the PM) or other team members are absent from the project at any time, it is critical that others on the team are informed and can pick up from where you left off. The team must have the latest information so that the flow of project can remain accurate and consistent.
Be a leader
As manager of the project, the PM must lead the team. We have to guide the team through all aspects of the project to meet the project scope on time and within budget. The onus is on us to make the ultimate decision as to what is best for the customer, company, and project. Lead the project in the direction you want it to go. Put on your engineering hat, and your leadership hat, and represent the customer. Lead by example. Take charge.
Patience is critical for all who are a part of the team (including the customers). No matter what’s going on or how stressed situations may become, a PM must understand and accept issues and be able to respectfully manage team members to progress forward.
It’s not necessary to always rush tasks. If a customer is upset with a deliverable, allow them to express their frustration—sometimes that means you’ll have to take the punches. Listen to their concerns and remind them there is a light at the end of the tunnel.
Learn to negotiate with your customers about deliverables and dates that are unreasonable. Use the negotiation tool to offer alternative options; this will allow you to stand strong in your role as a PM, while still allowing the customer to play a role in the decision-making process.
It’s also key to negotiate with vendors who provide quotes that don’t align with your budget, which can also protect you from vendors who are trying to price gauge. Construct your conversations with vendors so that they clearly understand the need and cost you’re trying to meet for your project. Good reasoning skills can help you negotiate to reach common ground so that the end result is favorable to your team and overall project scope.