Tag Archives: Technical Support

Is your equipment manufacturer committing to YOUR business’ success?

Your business’ success is so reliant on the choices you make as you begin setting up your restaurant.  The right personnel.  The right food supplier.  The right marketing plan.  The right equipment.  And many of the equipment purchases you make need consideration beyond the product itself.  Asking your potential partners about things like warranty, service network, customer service, training, install and beyond is incredibly important.  Not understanding some of these keys value adds can be the beginning of trouble if you don’t understand what to expect.

To convey some of the differences our customers experience when working with Henny Penny we’ve engaged with our Vice President of Strategic Sales, Ryan Kutter and our Director of Technical Service, Todd Hennigan to talk about some of the frequently asked questions they get and how in these situations the Henny Penny difference can be a game changer.

Technical Support
Todd Hennigan

If something happens to my equipment, am I going to be easily able to get in touch with my manufacturer?  What happens if I experience any problems once the sale is complete?

We are truly passionate about customer service.  We have worked hard over the years to separate ourselves from the pack here. We offer a free 800 service number (domestic only) that can get you to a real person to talk to, 24/7. That’s unique.  We prioritize our calls to service current customers first.  The average hold time is less than two minutes, and even better, we have a 35 percent solve rate over the phone allowing you to avoid a service call.

If we do need to send a service technician out to you, the technician will be there within 24 hours and more than 85 percent of the time your equipment will be fixed on the first visit. Customers can also expect a follow-up call to make sure everything is still running smoothly.

 What pro-active things can be done to maintain my investment?

Annual planned maintenance will not only reduce the overall total cost of ownership of your purchase but also minimize the cost impact of unplanned equipment breakdowns. Henny Penny can work with you to develop an annual inspection plan that can include service checklist to inspect all electrical cords and O-rings (when applicable), as well as clean certain areas of the machinery.

Is the manufacturer willing to train my in house staff on equipment maintenance and repairs?  How does my team become proficient at using your equipment?

Henny Penny will not only provide a two-hour startup and operational employee training session with your equipment, but also offers training classes, free of charge,  throughout the year so your business can send  in-house equipment service employees to learn everything they can about your Henny Penny equipment.  This is invaluable as you build internal expertise which can further eliminate costs after the new equipment warranty period has ended.

If being onsite doesn’t work, Henny Penny offers a robust series of training videos that are available to our partners online, which is a great tool for people who want to learn, find manuals or watch detailed (but short) videos on their products.

Talk to us about parts….

As with any manufacturer’s equipment it’s always a best practice to use OEM parts.   Our distributor and service network supports our global customers by ensuring appropriate stock is on-site, in fact our network can resolve an issue the first time over 85 percent of the time, that means they have the know how and the needed parts!

Account services support
Ryan Kutter

I’m a small business; can I expect any attention after my purchase?

Absolutely.  We truly value every partner.  Whether you are big or small, we work hard to make sure you have what you need to be successful using our equipment.   Our mantra throughout the organization is, “do the right thing.” Our distributor network, many of whom have been with us since the beginning of our company, subscribe to this philosophy too. Our goal is to make sure that no matter what you buy from us, when you are ready to invest in more equipment, you don’t consider looking anywhere else for the value you received.

Why does the price of the competition seem too good to be true? 

There is no doubt you can find cheaper equipment on the market.  After years of working with customers who have chosen that route and come to us to solve problems that either weren’t solved or exacerbated by the “cheaper” choice, there is most likely a reason it is less expensive.  You have to look at the whole package, including durability, reliability, quality of the materials, and post-purchase support.

Does Henny Penny stay in touch with me after the sale?

Henny Penny keeps in touch with its national clients with a phone call immediately after the startup of the product and periodically throughout the relationship. Smaller, general market customers can expect the same of our distributors.  We like to make sure you are happy with the product, training, and make sure you are comfortable with your new equipment.  At some point in the life of a Henny Penny product our customers will have questions or require service.  We pride ourselves on being there.  For 60 years Henny Penny has been building strong relationships, many have lasted for more than 40 years.  We work hard to innovate and engineer products that last and to deliver on a promise to help our customers deliver on their brand promise.  We focus on that every day.

Still have more questions about your Henny Penny post-purchase benefits? Visit our distributor/service locator tool to find and contact your local distributor.