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The Kadant Blog

Finding the Right Service Part with Just a Few Clues – Customer Service Solves Mysteries

Molly Super Sleuth IIExpert: (noun) A person who has a comprehensive and authoritative knowledge of or a skill in a particular area. (adjective) Having, involving, or displaying special skill or knowledge derived from training or experience.

Sleuth: (verb) To act as a detective, search for information; to search for and discover.

At Kadant Johnson, we pride ourselves as being experts in our field. A worldwide organization with over 90 years of history; we are innovators, analyzers, and yes…sometimes even super sleuths.

Having a customer base that includes pulp and paper, food service, corrugators, steel mills, textiles, machine tool and more, we touch nearly every aspect of industry. With such diversity, it’s not uncommon to run into instances where the only clue to solving a customer concern related to rotary joints, steam systems, and related hardware is a photo. Being in Customer Service, we are always on the case. From the initial email or phone call, we delve into the depths of yellow-archived pages, decades of customer history, going where no one has gone before simply because we care. Our customers are more than a name and customer ID. We cultivate lasting relationships, recognizing that our success is dependent upon their success.

There are a plethora of resellers and distributors selling our products. Nonetheless, we know and understand the details of our products because we have seen them from concept to production and we know what machine and application you install them on and, in many cases, when you installed it. We often stock and produce a larger range of products, such as our rotary joints and parts, giving the customer more options, as well as access to improved lead times. Purchasing directly from a manufacturer also means reduced prices, given the absence of additional warehousing costs, packaging, and mark-ups.

The benefits of buying direct are clear: expert personalized service, lower prices, warranties, and custom-made products to suit your exact needs.

After a day of fighting fires, there is a great sense of accomplishment. We’ve asked the right questions, we’ve collaborated, we’ve solved. Another mystery in the books, another happy customer!

  • Written by:
    Molly Allen

    Molly Allen

    Customer Service Representative, Kadant Johnson

    Molly is a creative writer, photographer, and a customer service super sleuth. She manages west coast U.S. and international accounts.

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