Page 19 - 2018 Jan Feb CFESA Magazine
P. 19
SERVICE VIEWPOINT
TRACY SMITH
PRESIDENT
HORIZON EQUIPMENT
Collaboration can Move The service team mobilized with an all-
Mountains when Projects hands-on-deck weekend installation to
meet the deadline, but, part way through
go Really Wrong the installation, it became apparent a panel
had been manufactured incorrectly—female
Collaboration begins with trust, earned connectors where males were required.
one project at a time. We’re proud of the Horizon immediately opened a direct
trusted relationships Horizon has built over pipeline of communication with the OEM,
the years through our team of reliable, and they built and shipped a replacement
professional service and installation panel within 48 hours.
technicians. They are the ones who extend
our brand promise into the field, where it No penalties were incurred, and the general
matters most. contractor was thrilled our team had
stepped up to deliver the project in accord
Even when things go really wrong on a with the customer’s expectations, despite
project, collaboration, communication, and how improbable that seemed just a few
trust can move mountains to save the day weeks earlier.
for the client.
Another example of communication and
A recent project for a major NFL stadium collaboration delivering superior results
highlights how collaboration built on years for the customer happened when the
of trust can save a project from imminent manufacturer of a ventless hood system
disaster. The manufacturer of a large, claimed an output spec a local inspector
custom walk-in cooler for a retail food space refused to accept after the equipment was
in the stadium misunderstood the project already installed. The project stalled, and
deadline, and it became apparent the cooler the customer—a smaller operator with a
would simply not be manufactured on time. highly visible new concept inside a major
mall—was beside themselves with worry.
Unfortunately, the project entailed daily
penalties in the tens of thousands of dollars The manufacturer knew its specs were
for missed construction deadlines. So, solid, but they were unable to convince
Horizon turned to a different walk-in OEM the inspector over the phone. So, drawing
we had a deep, collaborative relationship on our collaborative relationships, Horizon
with to do the impossible—turn around a brought in a trusted, local ventilation expert
custom cooler in a week. we knew would communicate well with
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CFESA Magazine | JAN / FEB 2018 | www.cfesa.com 19
