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Joe Zeno likes to tell the story of the customer who calls in a mild panic. “‘Hey! We’ve got a problem,’ they’ll say. We’ll put parts and people aboard the airplane and get ready to go. I’ll say, ‘Can you meet us at your local airport at 9:00 tomorrow morning?’ Usually when we ask that question, there’s a silence at the other end of the phone.”
Joe smiles. The next morning, so do the customers, Joe says. Joe Zeno has built a business based, in part, on that brand of rapid customer response.
A Kent, Ohio-based heavy metal fabricator, ACS popularized the con-cept of attachment changeover tech-nology for construction equipment vehicles. In simpler terms, ACS makes plows and other attachments for wheel loaders, excavators, loader backhoes and “dozers” as well as the gadget that allows them to be swapped on and off in seconds, without getting out of the cab. “It’s a fairly broad product line,” Joe volunteers.
“Yes, we use our aircraft as a taxi. But we’ve discovered that the aircraft creates a material competitive advan-tage for us,” he says. “We make iron. Sometimes that iron is going to break. When an attachment goes down, you’ve got a tractor operator who goes down, and that can be very costly.
“So we can focus the resources of our company quickly on that problem, and get that customer back up and going. No one else, none of our com-petitors, can do that. So our customer service is really ‘we’ll drop everything.’ And people remember that. We’ll hear, years later, that ‘Oh, yeah, we had a problem, and you came right out and fixed it and we were back up.’”
ACS’s emphasis on customer service is not the result of an overnight revelation, but rather a careful evolution over the years, watching to see what worked. “One day I hap-pened to be driving by an airport and I thought, “Gee, flying lessons.” It then became apparent to me, after I had about 30 hours of flying time, that the airplane just might be a business tool.
“I can remember, at the beginning, that we had an equipment problem in Kentucky. And I thought, ‘Oh, the coal fields, there’s no way to get down there. It’ll take a whole day to drive, part of the day there, and a whole day to drive back.’ I didn’t have the time. So we flew a small plane down to Pike County, Kentucky, did what we had to do, and I was home by 6:00. And I realized: there’s no other way to do that,” he says, and an idea was born. That was 20 years ago.
Today, it’s still “whatever works.”
“If I only need to go to Atlanta or Los Angeles or Boston, of course I’d take the airlines,” Joe says. “But if you need to go almost anywhere else, you just can’t get there efficiently. So it became apparent that the airplane was a business tool, and we’ve used one ever since.
　
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