Last week, a previous Industrial customer, which Way has had a long-standing relationship with, requested Way Service, Ltd. take over the HVAC service work for their facility. This is a large incinerator that also performs other waste treatment processes.
Our history with this customer began in 2006, Way was unsuccessful in a bid for a five-year Service Agreement with this customer. The purchasing department of this company insisted on bidding the work out and going with the lowest bid. Way could not offer the lowest price and still keep the level of service we are committed to. As a result, we were not awarded the agreement. However, it was quickly discovered that our competitor could not do the work. In mid-2008, well before the original 5-year term was complete, Way was approached about taking over the HVAC service.
“Way could not offer the lowest price and still keep the level of service”
Way is different. We partner with our customers and aim to build programs that will fit their specific needs. This particular customer started with a customized program, our full coverage service agreement, in 2008.
In 2016, after two years of low oil prices and reduced revenue in the incineration business, the customer approached Way Service about reducing our price for HVAC services. Way was unable to meet this request and offer the same expected service levels. Corporate Purchasing insisted on going out for pricing options. In August of 2016, after nearly nine successful years as the site HVAC provider, the contract was cancelled and a new provider was selected, offering a cheaper 3-year service agreement.
“…our competitor could not do the work…”
We make it our goal to perform preventive maintenance that will extend the life of equipment. Our competitors are able to provide bottom-floor prices but bare-bone maintenance, and as a result equipment tends to break down far quicker. Well before the 36-month agreement was over, Way Service began getting called out to the site to review equipment that was not performing as intended or was very unreliable. In the last two months, Way made several recommendations and repairs on the equipment. Ultimately, the customer asked us to be the sole-supplier for all HVAC services.
Way brings a certain value and commitment to service excellence. This customer saw our value and we were awarded their business. It’s a story we’ve seen occur more than once, low price does not equal better service. Here at Way we just know, Way is different.
