Working together to protect businesses
At Industrial Physics it’s our job to provide the highest quality of packaging, product, and material test and inspection solutions to manufacturers, production lines, and laboratories across a range of industries. But for us, this is about more than just providing equipment, it’s about being there for our customers as a true partner.
Over the years, we’ve established long-lasting relationships with many of our customers. And we wanted to share just how this allows our customers to receive more personalized solutions.
Putting our specialist knowledge to use
Nico Frankhuizen, Product Manager at Industrial Physics explains, ‘We’ve been working with Dan Marschall for many years now. And in that time, we’ve established a trusted relationship with him.
‘Marschall Labs is an independent paint testing lab – meaning their requirements are somewhat varied. Dan and his team work across a lot of different projects and as a result need a lot of different tests – from scratch testing to abrasion testing, to gloss meter checking, film thickness measurement, washability of paint films, and hardness testing, his needs are varied. Because of the diverse nature of these requirements, it’s important to have a real partner who can offer personalized support and guide decision making when it comes to identifying the correct solution for each situation.’
Providing personalized solutions
Nico continues, ‘Dan has been a customer of TQC Sheen for many years, but I first met him several years ago at an American coating show. As a family run business, customer service was especially important to the team at Marschall Labs – our speedy service, strong results, and quality products appealed to them.’
‘For many customers, there’s a huge amount of choice when it comes to selecting the right testing instrument as there are so many solutions on offer. With a business like Dan’s, with so many different requirements, I think it’s really important for a testing partner like TQC Sheen/Industrial Physics to truly understand the unique needs of each project, right down to the precise specifications. By understanding his business, it has allowed us to recommend the best result possible.
‘I believe it’s incredibly important to build a real relationship and really get to know the ins and outs of our customer’s offering. This allows us to contextualize the situation and offer a more personalized solution that will better serve their needs.’
Swift response to urgent needs
For many of our customers, time is of the essence. And if there’s a service query or critical equipment issue that needs attending to, urgent response is of the utmost importance.
‘For a customer like Dan, we understand that if they’re using our equipment and something goes wrong, it’s really important we can respond to these needs as a priority. When equipment isn’t working, or our customers need an extra part, this can lead to unscheduled downtime – which is obviously far from ideal. We always strive to ensure we respond as quickly as possible – when we have a trusted relationship with our customers, this makes it easier.
‘For many of our customers, trying to figure out the right approach on their own can be tricky. But when a customer like Dan knows he can contact us, we can provide our expertise right away – using our knowledge to provide quick answers, quick solutions, and offer technical assistance instantly. I believe that establishing these open lines of communication with customers from the outset is especially important.
‘Marschall labs have purchased a variety of instruments from us over the years, so if Dan has an issue, he knows he can get in touch with his distributor straight away – sometimes we can even get a solution organized in the same day.’
‘The professionals at TQC Sheen / Industrial Physics took the time to understand the specific testing equipment needs of our lab. Marschall Labs has purchased several pieces of equipment and are extremely happy with the performance and value we have received. I can’t say enough about the excellent customer service and support they provide. We would recommend the professionals at TQC Sheen/ Industrial Physics for your laboratory testing equipment needs’.
Daniel Marschall, President, Marschall Labs
If you’d like to find out more about how we can provide you with first-rate test and inspection solutions in packaging, product, or material integrity, or you’d like to know more about our services within installation, maintenance, or calibration, please get in touch.