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Entries for 'Frank Riordan'

Customer Service Fundamentals - Part IV

As in previous entries, here I will be exploring one of our Customer Service Fundamentals: Understand, Manage, and Where Possible, Exceed Expectations Managing expectations can really only happen when they are first understood. The simplest way...


 Customer Service Fundamentals - Part III

This is the third of five postings on our Customer Service Fundamentals. The topic is Be Nice! The previous posting can be found here and here. Be Nice. It is something that everyone is taught from an early age but that not everyone practices c...


Solar Panel Project Featured in Design World

A Solar Panel Assembly Project that DMC recently completed was the basis for a feature article in Design World Magazine. The article can be found here. DMC provided controls engineering and programming services for a company that makes machines th...


Customer Service Fundamentals - Part II

LISTEN! I previously wrote about our first Customer Service Fundamental - Always Remember the Importance of the Customer. Today I am going to write about our 2nd customer service fundamental - Listen. Until about a year ago I had never explicit...


DMC Customer Service Fundamentals - Part I

DMC has always had an implicit customer driven culture - a do whatever-it-takes attitude to deliver to our customers. There are countless examples of over and above effort - working through the night, marathon weeks (or sometimes months) to get a pro...


CSIA Annual Conference

Last week I went to the CSIA Annual Conference in Naples, FL. CSIA, as I've blogged about before, is the Control System Integrators Association, the largest organization in North America for control system integrators. The venue for the event ...


Ultimate Question - Aim of Customer Service Excellence

DMC has been in business since 1996 and, until about a year ago, we never explicitly and regularly discussed customer service excellence. Of course, we discussed satisfying the customer and our Core Values, which were first documented several years a...


DMC Braves the Elements for Shamrock Shuffle

On March 29th, in what might be described as an epic day for a "springtime" run in Chicago, Team DMC once again braved the elements for the 2009 Shamrock Shuffle, an 8K run in the city of Chicago with a course that weaves its way through do...


DMC Going for CSIA Certification

I just signed DMC up for our first CSIA Certification Audit. CSIA stands for the Control Systems Integrators Association (although sometimes people get confused and think we are talking about Crime Scene Investigation or Central Intelligence Agency. ...


Siemens National Partner Meeting

Tim Jager & I are getting ready to go to the Siemens National Partner Meeting next week in Stone Mountain, GA (just outside of Atlanta). DMC has been a Siemens Solution Partner since 2003 and being able to go to events like this is one of the ...


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