If you want to get David McNamer energized, start talking about customer service. The manufacturing manager for G.C. Evans, a manufacturer of cooling, heating and pasteurizing equipment, notes that although customer service was a key part of the company’s business model, it had experienced challenges as its relationships with major bottlers had deteriorated, largely due to inattentive customer service.
Gerald McNamer, David’s father and owner of G.C Evans, immediately set out to rectify the customer service issue and identified opportunities for using the company’s core competencies in order to expand the product line.