Some fuel entering these shores may not be of the best quality. However, this may not be a
major concern for some within the mining sector. This state of affairs was alluded to on Wednesday by Macorp’s Product Support Manager, Guillermo Escarraga.
According to Escarraga, who was at the time speaking at the opening of a new Bartica branch office, it was about one year ago he spoke with a customer who expressed to him immense frustration over the quality of fuel he was using.
Without naming the source of the fuel, Escarraga went on to inform that Macorp was able to address the situation by offering the customer a workable solution. The solution took on the form of a filtration system that helps with the cleaning of fuel, the Product Support Manager disclosed.
“I remember talking to him…and he was very, very dissatisfied with the situation he was confronted with…I can report (one year later) the customer has bought his third piece of equipment. This was a customer that started from scratch; these are the type of stories we want to hear from our customers…hardworking people that decide to undertake one mission – to become successful…” stressed Escarraga.
According to him, the customer was able to realise success too, because he has been taking advice; ensuring that his equipment is serviced on time and repairing parts when they are required. Added to this, the customer ensured that his operators were trained by Macorp. “These are the type of stories that make us move forward, because we hear about people that fail and we are aware of these situations. We also want to share with you that there are people who are successful and we are very happy to be their partners.”
With the introduction of an expanded branch at Bartica, Escarraga is convinced that customers in that section of the country will be able to have access to parts when they so require. This therefore means that they will not have to travel to Georgetown or overseas.
“That makes us proud because we are bringing the solutions close to our customers…we are delivering what they expect from us,” said Escarraga, who also spoke of plans to reach customers throughout the country. “We want to cover Guyana like nobody else can…we are the solution providers that you guys can count on.”
Currently Macorp has branches at Bartica, Port Kaituma and Providence, East Bank Demerara.
And according to Escarraga, because Macorp has confidence in the economy, in particular the mining sector, efforts will be made to expand to other mining areas. But delivering a high quality service has not been without challenges.
“Sometimes we at Macorp think that we are doing enough, only till we hear from customers ‘you know what, you have to do more’, and sometimes it is a challenge for us because we are pulling the best we can. But when we are confronted with this task we think about our miners who have to overcome even bigger challenges than we have,” Escarraga acknowledged.
For this reason, he disclosed that “we won’t rest until we provide the type of support solutions that our customers demand, because they are not asking us to provide support; they are demanding support, especially now that we are aware of the situation with commodity prices.” Escarraga intimated that a lot of customers have expressed concern about the future, to which he noted Macorp is saying “remain confident that you are going to be successful and we are by your side, so whenever you confront challenges count on us, because we are here to support all of our customers – construction, development of infrastructure, mining, agriculture, power generation. We are here for you, and we won’t rest until we help you succeed in your mission.”
According to the Product Support Manager, Macorp’s mission is to be a leader, which cannot be realized without the successes of its customers.
“It is our great pleasure to know when our customers are successful,” said Escarraga as he recounted another recent conversation with a customer requiring parts. During that conversation, he said that a ‘best deal’ was asked of him, and he was readily able to inform that customer of a current promotion.
At the moment, Macorp’s Parts Department is offering its customers a 15 per cent discount on all engines. “This customer was extremely happy to learn that he could benefit from this opportunity. We welcome our customers; we hear what they go through and we put in place programmes to support their activities,” Escarraga emphasised.
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