This is really great to hear. How many are on staff in the US? I notice that you're located in CA and I know my skimmer came from Marco in Ft. Meyers, Florida. Sounds like 2 locations. I'm assuming Florida is the warehouse. Good to know since I'm in Orlando, only 3 hours away.
The warehouse/distribution center for North America is in Ft. Myers Florida which is where Macro is based. It's primarily Marco and I handling the US operation. I am in Los Angeles area where I handle most if the support related issues as well as pre-sales stuff and some dealer related activities. We will also be stocking spare parts at my offices in Los Angeles which would reduce our internal shipping costs for west coast customers. Marco handles the logistics side of things and manages the Ft. Myers facility and inventory. The good thing is that unlike our predecessors, both he and I are both long time hobbyists. This is importantly in my opinion as these items we are handling aren't just widgets. They are critical devices for the life support of our systems. As such, we understand the importance of them and the critical role they play in our systems. We also understand the sense of urgency that can follow a failure. For somebody outside the hobby, those situations are less apparent. We have been given the tools and power from the team in Germany to handle situations with a sense of urgency within the best of our abilities and as a hobbyist myself, that is critical when it comes to things like pumps and skimmers. Personally, I own and operate a computer manufacturing and data storage business and have done so for nearly 27 years. My business is built upon excellent service and support and as a result, we've won many awards from customers like the US NAVY, Lockheed Martin, Siemens Medical as well as others for service and support that is 2nd to none. My intent has always been to carry that same level of support onto Royal Exclusiv and since we have been allowed the leeway to do so, things have taken a drastic turn for the better over the last several months. My motto has always been: Do or die for your customer because without them, you will starve. The good thing is that Marco and I work together like the dynamic duo. I mean he and I are both 100% on the same page and things get done in a hurry now since we aren't stuck waiting on Germany for approvals. He has been a breath of fresh air for me, our customers and the company.
At the end of the day, these products have mechanical devices at the heart of them and there are going to be failures every now and then. It's unavoidable regardless of how good a product is. On the flip side, how issues are handled on the rare occasion that they do arise is what separates the good from companies from the bad. I take pride in knowing that should a problem arise, customers will be wowed by the speed at which we resolve them. Warranty replacements are now being shipped same day for the most part. The only real exception is when it's too late to get them out. While it's still a work in progress, we have new inventory set aside for warranty issues. Things like pumps, motors, impellers, controllers are on hand and set aside. They can't be sold in order to insure that can service customers which is critical because as sales increase, our inventory goes out faster and getting stuff in from Germany never seems to happen fast enough. On the other hand, Klaus and the team in Germany is seeing the improvement. They are hearing it from the customer and dealers alike and they are recognizing that products are moving faster than they ever have. The business here is growing which motivates them to keep feeding the "dragon" so to speak and as long as the customers are happy with fulfillment times, service and support, the team in Germany will be happy as well. As such, we care committed to making sure everybody is happy come hell or high water. At least within the best of our abilities.
