Delivering excellent service has been foundational to the Precor experience since day one. We work to serve you, our customers, in the best ways we can: through genuine, caring experiences that address your needs in an efficient manner over the phone, via email, and in-person.
Take a look at some of the factors that contribute to our deeply-rooted philosophy of making your interactions with Precor the most meaningful and helpful.
Our customer service team members have worked at Precor for an average of eight-years – with some team members clocking in at over 20 years! With a tenure this high, it goes to show that our customer service team is truly passionate – and deeply knowledgeable – about the products they help you with. We hire carefully, we train our team to make the right decisions, and we have fun together along the way. Our service team is considered to be cheerful experts who know how to support Precor customers and really get to the bottom of any issues.
Empowered Team Members
At Precor, we believe in situational judgement over rules. What does this mean for you and your facility, you may be asking? It’s simple – we trust our service team to make the best choices that result in satisfied customers. They have the freedom, latitude, and empowerment to call their own shots when it comes to making things right with customers. We thrive on “thank you”; being helpful heroes to our customers is its own reward.
Honest, Open Conversations
You know that feeling you get when you’re on the phone with a service representative, and you can tell that they are reading word-for-word off a script? It can feel frustrating and disparaging. Luckily, that is not something you need to worry about when you contact Precor Service. Our team members have actual conversations with you and are not asked to keep calls short. They want to hear everything from your side and make sure they’re getting the full story so you get the best service.
Incentivized to Provide the Best Support
While many customer service teams are required to hit a quota or a certain number of calls or cases they need to wrap up, Precor customer service is not. We expect our team to do the best thing for customers, and that includes taking the time to do things right. Additionally, our warranty savings come from the quality of the products we produce, not restrictive customer support policies, unlike many large corporations.
Invested In Customer Experiences
Fun fact – our customer service team is one of the largest departments at Precor. The reason for this is because we strive to provide the best support and experience possible for our customers – from start to finish, and beyond. We will take care of you from the moment you express interest in Precor until long after you buy.
Parts in Stock Year-round
Let’s face it: without replacement parts available, no customer service team can be effective. Precor places great importance on having the parts customers need, when they need them. We have parts warehouses in Woodinville, Washington. Precor maintains a $6.5 million inventory of parts within our warehouses, and has a 98% off-the-shelf availability rate on parts year after year.
Cross-Team Collaboration is a Must
The Precor customer service team is located at our headquarters office in Woodinville, Washington. This is the very same campus as our product designers, engineers, manufacturing facilities, and senior leadership. We use this close proximity to foster connections across teams, leading to a strong collaborative environment that is ultimately based on making sure our customers are happy through and through.
Let the NPS Speak for Itself
Our philosophy for customer service sets the tone for every decision our team makes. It’s the foundation for each interaction with our customers, and in the end, our most important metric is our customers’ feedback about how we’re performing. That’s why we are proud to share our great Net Promoter Score (NPS) of 44. It shows that Precor customers are pleased with the support they have received from our service team.
(How is NPS calculated? Glad you asked. When our customers are surveyed “How likely are you to recommend Precor service to a friend or colleague?”, they select an answer on a 0 to 10 scale, with 10 being the highest. Then, the percentage of those who pick a score of 0 – 6 are subtracted from the percentage of those who chose a score of 9 or 10. People who chose 7 or 8 are passive, or neutral. The resulting score is then analyzed into a chart like the one below.)
At the end of the day, everyone who works at Precor is involved in customer service in some way or another. We want to make sure that you have the best experience with your Precor products throughout their entire lifetime.
Have questions or need to get in touch with a Precor customer service expert? We’re here for you.