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Claire: Good afternoon. It's Claire Saunders here from What's New in Electronics. I'm here at SMTI in Chicago and I'm joined by Carrie Guenther from RBB. How are you?
Carrie: I'm very good. How are you today?
Claire: Not so bad. Thank you very much. The show's literally just opened, so thank you for making it over to see us.
Carrie: Yes, thank you for inviting me.
Claire: And I understand there's quite a few things that have been happening for you guys. You've got some quite um big news. You just won an award.
Carrie: Yes, we just were presented earlier today the circuit assembly service excellence award for best service overall for EMS companies under 20 million.
Claire: That's fantastic.
Carrie: We we're ecstatic to win this award. What an honor for our team and for our customers, too.
Claire: Well, it means that obviously if you've won the award, there's a reason for that. So, I'm guessing customer service is key for you guys.
Carrie: It is key. Um our mission statement is we move heaven and earth to get our customers what they need when they need it. And it is true in everything that we do throughout our business. We make sure that our customer is always first and is at the center of every decision that we make.
Claire: Okay. And your customer your customer focus obviously your EMS. So you are particularly flexible turnaround times. What are the key KPIS?
Carrie: Yes, we look at all of those things. We focus on making sure that our quotes go out in a timely manner, that our lead times stay competitive, that we can easily be nimble and move things around on the schedule, so we're able to get it out to the customer's need, even if that isn't the way we originally had it scheduled. That we are always going to respond to all of our customer inquiries. We have a 4h hour time window we have to respond to everything that comes in from a customer to make sure that it is our top priority.
Claire: Okay, great stuff. And do you have a finite amount of customers that you'll take on or look after at the same time
or do is there a is there a sort of way that you ensure that you keep that customer service?
Carrie: Oh, not particularly. We work with small and medium volume customers. So we have a relatively large portfolio of customers from broad scope of industries. For most of them because they were doing a small or medium-sized job, it's something that flows very easily through our shop and we're able to quickly pivot and make a change in the schedule should we need to serve a a different customer in higher priority.
Claire: Okay. All right. Great stuff. So, obviously there's a feeling of well, it's not just a feeling, it's it's factual now because you you have the award and obviously it's your it's your unique selling point that you know you offer that um this is this is the way that you're going to proceed. So, anybody who's looking to work with you has a a level of security that's already been aligned and confirmed by industry groups like Circuits Assembly.
Carrie: Mhm. Yeah. Yeah. It's it's it's been amazing to be recognized and something we've known all along that we serve our customers with excellence. But, you know, how do you measure that? And you bragging about yourself, patting yourself on the back. It doesn't mean it doesn't mean all that much when it comes from yourself. But this which makes this really special is they surveyed our customers and asked our customers these questions. Okay. So it really is our customers giving us this award which makes it even more special because that means we've done our job correctly.
Claire: Yeah that's one of my next questions was going to be see if I find out what the criteria for that award is but you know they've obviously said they've done that. So congratulations. It's really really good. I'm really pleased for you guys.
Carrie: Thank you. Thank you. I'm very honored.
Claire: And just one further question. Are your customers US- based?
Carrie: Yes, they are. Okay. Yes, all all US-based all over the country, but all US- based.
Claire: Okay, great stuff. Fantastic. Well, thank you very much for joining us. Congratulations, and I wish you a really successful event, and I hope you get to add a lot more of those customers to your portfolio.
Carrie: Thank you. I appreciate it.
Claire: Cheers. Thank you.
