Asked why he thought customer service was an important part of Rossi Machinery Services' mission, Mike explains that his business model was created from his training. His German teachers demanded both excellence on the job and in customer service.
When he accepted his new position at Reuther Mold & Manufacturing as maintenance supervisor, Mike took on the responsibility of keeping the company's maintenance costs down. This experience taught him the importance of staying within a budget. Along with his continuing education & his work experiences, Mike was ready to create the company that he had always wanted with the vision that would center on customer needs, their budgets, & the care of their machines- some of which were very old. His training taught him how to make a machine last.
Rebuilding is an inexpensive way to save the heavy costs of buying a new machine. Our rebuilt machine tools have new machine tolerances. In rebuilding machine tool geometry is key. Not all rebuilds are performed the same. Rebuilding is an art; one that is still needed today. Many of the machines we see now are CNC machines. Our rebuilds are so good that many machines are still on the production floor - 20+ years. That's why we call our machine rebuilds: NuBuild by ROSSI.
Are all machines candidates for rebuilds? Mike says "No." His integrity is very important to him and part of his business model. "When it is not cost effective to rebuild or repair a machine, I tell the customer " he says. "Why would anyone call you back if you are not upfront with them?" The call backs are the payoff, usually in a larger job. People need to trust you with their equipment. Whether or not the machine is old or brand new, the equipment is their investment and their livelihood. It is important to them so it is important to Rossi Machinery Services."
"I have obtained some of the best and biggest customers by first telling them that their machine is not repairable." He continues. "My reputation is very important to me; it is part of my business model". " If I lose the job, so be it" Mike says.
Lockheed Martin is still returning for Mike's work despite moving their operations from Ohio to New York. Why? Reputation, excellence, honesty and his talent keep them turning to Rossi Machinery Services. "We are small" Mike says "but my customers know that I will do right by them". Rossi Machinery Services sets itself apart from the large & small repair companies because we make the customer's equipment our priority; not every company can claim this.