A local regional service, efficient and there when it counts!

By Alain Godbout, Regional Service Manager

Taking care of our customers and adjusting to their changing needs has been one of CDL’s values since the very beginning and has been passed down through the generations.

In order to offer its products as well as excellent service to all its customers, CDL will strengthen its regional service in the coming months and years. It became clear that our clients would benefit if CDL offered a regional technical service that was present during the period that matters most to all maple syrup producers, and in all maple syrup producing regions. This proximity of service technicians to customers is an added value for CDL customers. Eventually, each regional corporate store will have its own technical support technician. All CDL technicians are trained to be effective in customer support. This involves basic training for all new technicians and continuous training thereafter. In the same way that CDL is an innovator in sugarbush products and equipment, it also seeks to innovate in training techniques for its employees.

The most effective means are used—from videos to virtual guides—to facilitate our technicians’ learning. We never strive for anything less than excellence in serving our customers, whether they are our affiliated dealers or their customers. The vision of efficient local service will also be put into practice for the parts and equipment department. The intention is to ensure that all corporate stores and affiliated dealers receive parts and equipment in a timely manner so that no matter what happens to them, the customer will find what they need at the right time. This deployment of technical resources and accessibility of parts and equipment will gradually take shape by next season. CDL’s affiliation with the BMR chain will also facilitate this accessibility to parts and equipment at extended hours and more service locations. The sugar season is so short, CDL promises to be everywhere while it’s happening.

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