Matt Pearce, MD of TM Machinery & TM Services talks to us about his business is set up to work with its customers during this uncertain time.
TM was originally founded to service the industry. How is this helping the business during this time?
Service is at the heart of everything we do and because of this, we have a dedicated team on standby to help our customers with whatever problems they face.
Offering remote technical support and guidance is what we do as a business. Our technical team and service engineers know our product ranges inside out and back to front and because of this, we have decades of experience resolving technical issues remotely. Our approach to service significantly reduces the number of revisits our engineers need to undertake. This will help greatly during this time.
What solutions are TM offering to those with technical and maintenance issues during this time?
We are continuing to offer a remote service to give our customers peace of mind during this time of uncertainty. Our team is available on the phone or via email during normal working hours and is experienced in talking through a range of technical and administrative questions.
Will spare parts or deliveries be affected in any way?
We offer a full parts service and have a wide range of parts in stock and available for delivery. There is currently no interruption to the supply of spare parts and the shipping of goods hasn’t been restricted. Plus, because of the volume of spares we hold in stock, we’re confident we can cope with an interruption of two to three months.
Finance is a huge worry for all businesses and individuals at this time. Is TM offering any additional support to its customers?
We are all in this together and we realise that people’s cashflows will be affected in different ways. If you are struggling, you need to tell us about it as quickly as possible. Please don’t shy away from this. The sooner we know about the problem, the quicker we can help you. We’ll assess each customer on a case-by-case basis and be as flexible as we can to find a solution. Don’t suffer in silence.
For those waiting for a machine to be delivered by TM Machinery, will their delivery date be affected?
We work closely with our customers throughout the sales and installation process and keep them informed every step of the way. This won’t change. For those companies that want to change their installation date, we are happy to hold machines in our warehouse until they are ready for them to be installed. We have the capacity to do this if required and feel that giving customers this option is essential in the current climate.
What words of support and encouragement can you give to your customers and the industry during this time?
I think it’s important for our customers to know that we are not going anywhere and will be here if and when they need us. We have a framework in place that allows us to work remotely with minimal disruption to our business and we are continuing to work in this way.
We are committed to our customers, our team and the industry so, while it’s uncertain how long this will last, you can be certain that TM will be here for you now and in the future.