For over three decades, Chris Oldsberg has built his career on one simple principle — do what you say you’ll do. As a seasoned technical service representative at Troy Chemical, Chris believes that customer service isn’t a department—it’s a personal mission. In an era when large companies often view service as an expense, Chris embodies Troy Chemical’s nimble, agile approach, ensuring that every customer receives dedicated attention and expert guidance. Known for his hands-on approach, Chris doesn’t just solve problems — he wears his customers “on his sleeve,” treating every challenge as if it were his own production line.
The Diagnostic Approach: “Nothing to Lose, Everything to Gain”
To understand each customer’s unique environment, Chris’s first step with any new customer is a thorough audit. He dives deep, examining their pretreatment systems, chemistries, metals, and paints. But his analysis doesn’t stop at the equipment; he also engages in candid conversations with floor staff to uncover on-the-ground challenges and successes. This boots-on-the-ground approach is at the core of his belief that there’s “nothing to lose, everything to gain” by bringing in Troy Chemical. His goal is always straightforward: identify the root cause, eliminate inefficiencies, and make measurable improvements.
Real Results, Real Relationships
One example of Chris’s dedication occurred when a customer faced persistent paint failures caused by oil entrapment within parts. After an intensive 25-step troubleshooting process, Chris and the Troy Chemical team determined that the bath needed more cleaning and agitation. This detailed analysis led to a solution that not only improved efficiency and reduced rejects but also delivered significant cost savings.
“Thorough troubleshooting creates customers for life,” Chris explains. “When they see you’re invested in their success, that’s when trust is built.”
Building a Foundation of Trust
Building trust is paramount for Chris, and his strategies are grounded in respect and honesty. He treats every customer the way he would like to be treated, and a key part of this is respecting their time. “I talk for a living,” he says, always mindful to ask, “How much time do you have?” This simple question ensures that his detailed guidance aligns with the customer’s needs and schedule. This foundation of trust is maintained long after the initial sale through 24/7 support, follow-up calls, and on-site technical service.
The Tools of a Trade
Chris leverages Troy Chemical’s robust resources to deliver exceptional value. These resources include the technical expertise of the Troy lab and chemist, a collaborative troubleshooting team, and expedited delivery through efficient warehouses. Ultimately, these resources are deployed with one singular focus: results.
