Our Commitment to Better Service | Global O-Ring and Seal

Summary

Global O-Ring and Seal is dedicated to exceeding customer expectations by delivering top-notch quality and ensuring a seamless, customized purchasing experience.
Through core values, a robust Quality Management System, and an unwavering commitment to excellence, the company provides consistent, transparent, and personalized service.
With future plans focused on continuous innovation, adaptation, and improvement, Global O-Ring and Seal remains committed to growing and prospering alongside our customers.

Introduction

At Global O-Ring and Seal, we don’t just sell products; we create experiences that make a difference. As a master distributor of o-rings, backup rings, x-rings, cord stock, and related seals, we dedicate ourselves to understanding our customers, anticipating their needs, and going beyond the expected to offer superior service. Our operations revolve around delivering top-notch quality, ensuring seamless customer experiences, and continually improving our process to be an all-around better provider of seal products.

Our Mission and Its Relationship to Service

Our mission is a testament to our customer service: “We strive daily to fulfill our commitment to excellent customer service. We focus on building long-lasting relationships with our customers so we can grow and prosper together.” These words act as our compass, guiding every decision, every interaction, and every improvement. They signify our aspiration to be more than just a provider of seal products but a partner to our customers, collaborating and growing together. This mission propels us to continually invest in our people, processes, and technology, enhancing our customers’ purchasing journey from inquiry to quote, order, and fulfillment. It’s about providing an accurate, repeatable, and unparalleled experience with every order placed.

Core Values of Service: Defining Our Approach

At Global O-Ring and Seal, six pivotal values shape our approach to service, each playing a distinct role in how we interact with and serve our customers. Our values do not merely exist as lofty ideals. They act as a practical guide, translating into every aspect of our operations. Every interaction, every decision, and every process is imbued with these values, ensuring we live up to our mission of providing excellent customer service.

Convenience: Our goal is to make our customer’s journey as straightforward and hassle-free as possible. For us, convenience is about understanding our customer’s needs, anticipating their references, and adapting our processes to cater to them. It means offering multiple ordering options via phone, email, or web, thereby eliminating barriers and making it easy for customers to get what they need when they need it. We also offer call-ahead order pickup and after-hour emergency services to ensure seamless order fulfillment. Our multiple channels showcase our commitment to convenience for order placement, each designed to cater to different customer preferences.

Information: We believe that an informed customer is an empowered customer. Our commitment to data transparency underscores this belief. By providing real-time access to inventory details – on-hand, in-transit, and at the factory, we ensure our customers have all the necessary information to make well-informed purchasing decisions.

Empowerment: Our commitment to customer empowerment extends beyond providing information. We make many resources available to our customers, including size charts, a vulcanized o-ring calculator, an interactive chemical compatibility chart, a compound list, and industry-specific material recommendations. These tools empower our customers to understand their needs better, confidently choose the right sealing solutions, and enhance their purchasing experience.

Solutions: At Global O-Ring and Seal, we pride ourselves on being problem-solvers. We understand that every customer’s needs are unique, and we strive to offer bespoke solutions. Whether offering o-rings and seals in any size, color, durometer, and material or providing specialized services like blind drop shipping, private labeling, and custom kits, our commitment to delivering tailored solutions is unwavering. Our product range spans over 10,000 SKUs, meaning we can cater to diverse sealing needs. This cast selection of o-rings, seals, and specialized services we offer showcases our ability to provide tailored solutions.

Connection: We value the relationship we build with our customers and strive to make every interaction positive. Be it a chat on our website or a phone call; we ensure our customers can connect with an experienced sales professional promptly. Our customers receive timely responses, with most inquiries answered within one business day. This reflects our pledge to forge strong relationships.

Consistency: The final pillar of our service commitment is consistency. Our customers can trust that they’ll receive what they ordered when needed. With an accuracy rate of over 99% on our shipments, we offer our customers the confidence of reliable, repeatable experiences with each order.

Ensuring Quality with Our Comprehensive Systems

Our robust Quality Management System (QMS) and ISO 9001 certification fortify our commitment to providing top-notch service. Our QMS is the backbone of our operations, covering every aspect, from procurement and product identification to customer communication and feedback analysis. It mandates stringent documentation and record retention, ensuring transparency and accountability. We adhere to rigorous procurement requirements, including vendor audits and required certifications, to maintain the highest quality of our products.

We continuously review our systems and processes, using feedback from internal and external audits, corrective and preventive actions, and thorough product and process performance data analysis. These meticulous reviews enable us to identify areas of improvement and implement changes promptly, ensuring that we consistently meet, if not exceed our high service standards.

Through our comprehensive quality systems and unwavering service commitment, we aim to deliver on our promise of excellence in every interaction, product, and experience we offer.

Service Q&A

At Global O-Ring and Seal, our commitment to providing superior service is not just a slogan; it is an ethos carried out every day by each team member. Our service strategy is intricately woven into the fabric of our daily operations, and it is highly evident with our dedicated sales representatives.

These individuals form the bridge between our company and our customers, embodying our core values and driving our mission to provide an unparalleled customer experience. They navigate the complexities of customer needs and demands, armed with a thorough understanding of our products, services, and the market.

To truly provide an understanding of the depths of our commitment to service, interviews were conducted with three of our esteemed sales representatives. Each brings their unique perspective, sharing their experiences and insights and illustrating how they contribute to our relentless pursuit of service excellence.

How do you embody the company’s mission and core values in your daily customer interactions?

“I embody Global O-Ring’s mission of providing better service by answering my customers’ inquiries with prompt responses, delivering a high quality of work, and going above and beyond to being resourceful and find a solution that will meet my customers’ needs.” – Daena Gonzalez

What Steps do you take to ensure each customer gets personalized service?

“I think consistent communication is key to personalizing services. I make sure to ask the customer how we’re doing, what they’re looking for, and if we’re hitting the mark. This helps me understand what they really want and how we can better service their needs. I also enjoy connecting with the customers on a more personal level to make them feel welcome and comfortable with Global O-Ring.” – Memo Pineda

Can you share an example of a challenging situation with a customer and how you resolved it?

“About seven years ago, a customer called right as closing time. They had shut down and needed a certain size o-ring that day in a rush! The customer was located in Texas City and couldn’t get a delivery service to get to us in a timely manner. I was honestly tired from a hard day’s work and knew traffic would be difficult, but I decided to deliver the parts myself to ensure that the customer could keep production moving. That’s what we do here; go above to make things happen.” – Reggie Walker

How do you use our various resources to help customers make informed decisions?

“After listening to the customer’s needs, I use several of our online tools to help make an informed decision. The chemical compatibility tool helps to ensure a material is compatible with the environment it will be used in and finds possible substitutions. Our online shop makes it easy to search for items, quickly see if it’s in stock, and find possible substitutions within a certain tolerance. I also use the size charts a lot to convert units of measurement or find a standard size quickly.” – CJ Seeman

What is your approach to understanding a customer’s unique needs and providing tailored solutions?

“My approach is simple: listen to the customer and ask questions to gain a better understanding of what the customer needs. How do they plan to use the part? What environment is the part going to be in? Are there chemicals that will come into contact with it? What’s the operating temperature? As the customer shares more information, I get closer to a solution. Once I have all of the information, I can use my skill set to find the perfect solution for their needs.” – Gene Bounds

Can you share a time you received memorable feedback from a customer?

“A customer stated in our 2022 customer survey that I am a great contact with Global O-Ring. The customer went on to state that I’m knowledgeable, quick to answer, and kind. This comment stood out to me as it reflects my goals as a sales representative. It is important to me and to the customers that I provide quick, reliable, and friendly service.” – Roy Hernandez

What part does our Quality Management System play in your daily customer interactions?

“Our quality management team is second to none. They assist with helping to understand tough questions that customers have. They play a key part in being able to provide our customers with the answers they need.” – Josh Recendez

How do you contribute to maintaining the consistency of our services?

“Consistency starts with friendliness, positivity, and patience. I make it a point to always listen to what the customer is saying so I can really ensure they are getting the solution that they need. I also make it a point to follow up with customers. This lets me gain insight into how we are doing to service them and what we could be doing better.” – Claudia Rios

Looking forward, how do you see our customer service evolving and improving?

“I see our customer service improving by making access to information readily available to our sales team and customers. Our goal is to help customers make informed decisions.

Doing business with Global O-Ring should be as simple and enjoyable as possible.” – Jeff Korkowski

Our Future Plans for Service

Our goal remains steadfast as we look towards the future: continually exceeding our customer’s expectations. This unwavering commitment pushes us to constantly seek ways to enhance our offerings, processes, and technologies.

Our plans for the future are rooted in our desire to constantly evolve and adapt to our customers’ changing needs and expectations. Whether it’s refining our ordering system to make it even more user-friendly, further expanding our product offerings, or investing in the continuous training of our employees to stay ahead of industry trends, every decision is driven by our dedication to improving our customers’ purchasing experience.

Conclusion

At Global O-Ring and Seal, our commitment to service is at the core of who we are and what we do. We understand that delivering excellent service isn’t just about providing quality products but consistent, reliable, and personalized service. It’s about consistent, reliable, and personalized service. It’s about convenience, transparency, and empowerment. As we continue our journey, we remain unwavering in our commitment to excellence and committed to our mission to grow and prosper alongside our customers.