Case Study 6: Customer Service
Company: Yacht Owner - USA
Situation
A Yacht Owner hadn't used their Steelhead SM1500 crane in a year. It was their first outing of the season and they'd just launched their tender and were now stowing the crane again.
Problem
Every time they tried to retract the boom, the rope weight lowered to the deck. They couldn't find the accompanying user manual that came with the crane to check the stowing procedure.
Solution
The Yacht Owner called Brent at Steelhead customer service. Brent discussed the details of the problem and then asked if they had hung the weight on the hook before retracting. Brent referred to the user manual instructions and learned they misplaced their original manual. They asked, could we send them one? Brent emailed them a pdf version of the manual that they could print off and put on their yacht.
Brent then walked them through the stowing procedure on the phone, recommended that they try it by themselves and if they had any more problems to call back.
Results
The Yacht Owner was able to get immediate help from Steelhead, stow the crane right then as needed and received another copy of their user manual with no charge or delay.