Bringing value and expertise to every sale and service call
With a combined 17 years of experience, TFG’s Ben Rhodes and Brittany Alqaisi tell us what makes TFG the top foodservice equipment distributor in the South.
What are three things that set TFG apart from other distributors?
Brittany: The first thing is our people. By fostering impeccable team chemistry, we can take care of the customer much easier.
Ben: The second is experience and skillset. We’ve got people with HVAC and mechanical backgrounds, former restaurant and C-store operators, we even recently hired a furniture salesman! All these different areas of expertise allow us to see different POV’s so we can properly adjust at a moment’s notice to meet customer needs.
Brittany: Lastly, it’s our after-sales support. We can’t just sell something and walk away—our goal is to create a partner for life with our customers.
How does TFG’s after-sale support differentiate itself from its competitors?
Brittany: It starts before we even make a sale. We lay out a timeline that begins with a site survey. From there, a member of the service team will deliver and install the equipment, provide training and schedule a follow-up visit.
Ben: Our technicians can answer any question the customer may have. We also provide a 24-hour on-call service for when those after-hours issues pop up. We strive to get our customers up and running over the phone. If not, we can have a technician on-site within 24 hours. We ensure that all our service vans are fully stocked with parts to ensure a first-time fix rate.
Brittany: And if the van doesn’t have a particular part, we have warehouses in every state we operate in to quickly provide what the customer needs. These are all great examples of reactive service, but I believe it’s our proactive service that truly sets us apart. We offer preventive maintenance programs and automatic shipping to minimize downtime.
Care to share a story about how TFG’s after-sales support helped a customer overcome challenges or maximize the value of their equipment?
Brittany: Absolutely! There was a large restaurant chain in Alabama that was not properly using their Evolution Elite fryers, so we sent our Restaurant Support Specialist to the rescue! The RSS visited every single location to give operational support and additional training. These locations now have a clearer understanding of the importance of oil life and filtration.
Can you give an example of how TFG’s after-sale support helped foster repeat-customers?
Brittany: Oh, I have a great one! Earlier this year, we replaced a pressure fryer that had been in the field for 36 years. The owner never used it to pressure fry but needed increased throughput since business had been booming. We eventually landed on an electric 340 Series fryer. The owner became a repeat customer because of equipment reliability and the responsiveness of our teams. We’ve talked a few times since the sale, and he always mentions it was the best decision he made for his business.
How does TFG improve its products and services?
Brittany: We take in all customer feedback. We want the good, the bad and the ugly. We want to know what we’re doing right and what we’re doing wrong. We understand that we can only get better by knowing where our opportunities lie.
Our people, experience and support combined with Brittany and Ben’s leadership are what set TFG apart from any other foodservice equipment distributor. Contact us today to learn more about how you can receive service that excels.
Great Products…Great Service…DELIVERED!!