Atlantic Fasteners

February 2008

Going above and beyond to satisfy customers

When visiting and talking to customers, we receive plenty of praise for our outstanding customer service people. “They’re so responsive, they’re so accommodating, they’re so technically knowledgeable about fasteners,” are some of the remarks we hear.

But it’s not every day we receive emails stating the same.

Of course, when you have a gem like Linda Smith as a co-worker since 1985, it’s not totally unexpected either. Our biggest problem with Linda, pictured here, is when she’s out sick or on vacation. Her customers don’t want to talk with anyone else because they never have! It’s not that our other customer service people can’t take over and access complete account information in our computer. It’s just that they’re not Linda. And you know how it is when you’re accustomed to a customer service pro who dotes on you.

With that in mind, here’s a portion of a recent email a loyal customer sent our president about her. We like to think all our customer service people make our customers this satisfied.

“....Know what I like about dealing with Atlantic? It’s like having one of my own people there, looking after me. That’s something I don’t get from other suppliers.

“As an example, a couple of weeks ago I called Linda [Smith] and asked for an 8 ¾” long socket head cap screw. She quoted me $28/ea. But then she quickly called back and said, ‘Do you really need 8 ¾”? The closest stock length in that diameter is 9” and it only costs $8.50.’ I bought them.

"She didn’t have to do that. For all I know she could have made more money on the special length. But she went the extra mile. She always does, and I appreciate it....”

Bob Hazelton
Manufacturing Manager
ABA – PGT
Manchester, CT


...offering the industry's only $100 Service Guarantees
...offering the industry's only $100 Service Guarantees