38
ACT
NOVEMBER2014
INDUSTRY FOCUS
PRODUCT SUPPORT
John Skelly
spoke to
industry leaders about
the importance of global
access tomaintenance,
predictive service and
dedication to their product.
theprevailingnotion that themore they
controlled– spareparts, technician
training, trucking– thebetter and faster
the service and thehappier the customer.
They essentially shifted theheadacheof
repairs andmaintenance away from the
customer to theirown equipment experts.
ALLprovides solutions fromanetwork
of 37branches that are locatedacross the
country. From logistical issues to routine
maintenance as simple as anoil change,
whether it’s in the fieldor in the service
center,ALLwillmake sure it doesn’t affect
a customer’sup timeorproductivity.
“All is as close toa turnkeyoperationas
you canget,” saidLiptak. “We’vebuilt our
own servicedepartmentswithan engine
shop, hydraulicdepartment, paint,welding
and fabrication shops.”
Liptak cites the Japanesephilosophyof
“Kaizen,” the ideaof constant andnever
ending improvement, to explain the
motivationbehindhis service-minded
businessmodel.
“Inbusiness, it simplymeans that if
you’renot improving everyday, you’re
not going to succeed,” saidLiptak. “Other
companies that becamepart of the
ALLFamilywere chosenbecause their
locations, theirpeople, their servicewere
valuable additions to the company.And
all of ourbrancheswill growasnecessary
to improve and to successfullyaddress the
industry’s changingneeds.”
“W
ithout service, you
havenothing.”
That’s the
philosophyofMichael L. Liptak, president
of theALLFamilyofCompaniesbasedout
ofCleveland,OH.Andagoodone it is.
TheALLFamily,which includesCentral,
Dawes and JeffersCrane amongothers, is
operatingoneof the largest crane rental
businesses in theUnitedStates. Liptak
made it clear that customerswant a lot
more than just a rental, though.
“We can rent equipment anywhere in
the country, but ifwe can’t service it, the
customerwill beunsatisfied,”he said.
“Unfortunately, a crane is like anyother
vehicle– it canandwill breakdown.
It’s thenatureof thebusiness and it’s
aguarantee. But I canalsoguarantee
thatwhen it breaksdown,ALL is able
to service it.Weknow that perfectly
maintained equipment isnecessary to
support a customer’s expectationof
uptime andproductivity.”
That’swhyLiptakdoesn’t refer toALL
as a rental companybut rather a “fleet
maintenance” company. Service is the
reasonwhyALLbuys factorydirect from
manufacturers andwhy their technicians
are traineddirectlybymanufacturers.
It’s all so that themoment something
happens, they canprovide immediate
assistance.
ALLwas founded50years agowith
ALL’sdevotion to servicegoesbeyond
their customer’sneeds. Theymobilize
their cranesonweekends, holidays, or
even in themiddleof thenight to respond
to emergencies.
“Emergencies are about doingwhat
needs tobedone,whether it’s convenient
ornot,” saidLiptak. “Andunfortunately,
it’s a sad reality that cranes areoften called
upon to respond to emergencies suchas
highwayaccidents, trainderailments and
storm catastrophes.And in those cases,we
dowhat needs tobedone.”
Where and when
you need it
A 230-tonManitowoc 4100W undergoes
repairs after a 21-year career building off-
shore oil and gas structures.
