Supermarket Perimeter - October 2019 - 70

OPERATIONS

by Andy Nelson

WHEN A MANUFACTURER DELIVERS a mixer, oven, fryer, slicer
or other equipment to a commissary, central kitchen or retail
grocery client, the relationship
doesn't end there.
And helping the client make
sure that piece of equipment operates at peak efficiency for years,
even decades, is one of the pillars
of that relationship.
Milwaukee-based equipment
manufacturer Hatco Corp. has
always focused on customer care
and service relationships, says
Steve Frahm, the company's global service manager.
"It's kind of the signature of
Hatco - a service before sales
policy," Frahm says. "Over the
years, the methods of delivering

that message, aided by technology and multimedia, have
changed. But the policy's
the same."
The process starts on the manufacturing side, with the highest
commitment to quality assurance
every step of the way, Frahm
says. That helps ensure that
customers spend as little time
as possible doing maintenance
once they take possession of the
equipment.
"Most of our equipment is very
low or no maintenance aside
from cleaning related to food
safety," Frahm says.
Still, the maintenance of Hatco
equipment that is required is taken very seriously. The company
has a number of protocols and

Working with customers to maintain their equipment is a critical part of the manufacturer-client
relationship, helping to guarantee repeat sales.
70 - OCTOBER 2019

www.supermarketperimeter.com

between the person selling it and
the customer service.

Coverage from point of sale
At the Maysville, Oklahoma-based
Burford Corp., maintenance help
often starts immediately after
the equipment is delivered to
the customer, says Josh Hughes,
service manager.
"We often assist with installation, setup and perhaps most importantly training on equipment
we provide," he says. "In the event
the customer opts to self-install, we have technical support
available 24/7 via telephone and
email, along with setup and training videos we can supply."
The roles Burford has played
in assisting with equipment
maintenance has changed over
the years, Hughes says. Like
most companies, Burford initially
offered mainly installation and
repair services.
But the company has since
added services like the 24/7 tech
support, service contracts, preventative maintenance outlines
and, most recently, Burford Connect, which allows customers to
track their Burford Corp. equipment in a more detailed manner
utilizing real-time monitoring.
Burford also continues to refine
its equipment manuals, adding
details where needed but, more
importantly, making them easier
to use for their customers' maintenance teams.
Hatco keeps a "tight leash" on
where its equipment is going,
Frahm adds. And the company
makes sure it has follow-through
on customer service, including a
24/7 phone assistance line for all
Hatco customers. "We're always
available to them."
While most Hatco equipment
is largely maintenance-free,
anything that has a fan motor in
it for ventilation needs to have
its filter cleaned, Frahm says.

ITSANAN - STOCK.ADOBE.COM, HATCO CORP.

EQUIPMENT
MAINTENANCE

procedures to ensure it's handled
effectively.
Hatco typically provides periodic maintenance cards that are
posted in the kitchen where the
equipment is placed. Frahm says
those cards can be customized
based on a customer's particular needs.
Hatco also offers online training videos, online documentation
and startup training on its larger
equipment. "We train the trainer,
if you will," as Frahm puts it.
Company specialists will also
go into the field to work with
chefs and operators to operate and maintain their Hatco
equipment and provide distance
learning instructors for its dealer
networks and service providers.
"It continues down to the reps
of our equipment on the user end
to make sure they're continually
communicating with customers,"
Frahm says.
That includes making sure
there's contact info on each piece
of equipment to ensure that
the relationship is never broken


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Supermarket Perimeter - October 2019

Table of Contents for the Digital Edition of Supermarket Perimeter - October 2019

Supermarket Perimeter - October 2019
Editor’s note - Perimeter power
Contents
The Wire - Kroger taking Apeel produce nationwide
Nielsen: Supermarket growth strongest on perimeter
Study says beef is the grocery sales champ
Walmart expanding Delivery Unlimited
Plant-based big with clean-label consumers
The fresh advantage
How much tech?
Bakery - Now trending
ARTISAN CHOCOLATE
Deli - Dining dilemma
DELI “MEATS”
Meat & Poultry - Premium cuts
Lamb
Produce - PACKAGED PRODUCE
Specialty fruits and vegetables
Seafood - VALUE-ADDED
Food Safety - Packaging matters
Commissary Insider
EQUIPMENT - DEPOSITING WITH SPEED, ACCURACY
SPOTLIGHT - VALUE-ADDED PRODUCE
TECHNOLOGY - SIMPLIFYING DISTRIBUTION
OPERATIONS - EQUIPMENT MAINTENANCE
Product Showcase
Advertisers
Fresh Takes
Supermarket Perimeter - October 2019 - Supermarket Perimeter - October 2019
Supermarket Perimeter - October 2019 - Supermarket Perimeter - October 2019
Supermarket Perimeter - October 2019 - 2
Supermarket Perimeter - October 2019 - Editor’s note - Perimeter power
Supermarket Perimeter - October 2019 - Contents
Supermarket Perimeter - October 2019 - The Wire - Kroger taking Apeel produce nationwide
Supermarket Perimeter - October 2019 - Study says beef is the grocery sales champ
Supermarket Perimeter - October 2019 - Plant-based big with clean-label consumers
Supermarket Perimeter - October 2019 - The fresh advantage
Supermarket Perimeter - October 2019 - 9
Supermarket Perimeter - October 2019 - 10
Supermarket Perimeter - October 2019 - 11
Supermarket Perimeter - October 2019 - 12
Supermarket Perimeter - October 2019 - 13
Supermarket Perimeter - October 2019 - 14
Supermarket Perimeter - October 2019 - 15
Supermarket Perimeter - October 2019 - 16
Supermarket Perimeter - October 2019 - 17
Supermarket Perimeter - October 2019 - How much tech?
Supermarket Perimeter - October 2019 - 19
Supermarket Perimeter - October 2019 - 20
Supermarket Perimeter - October 2019 - 21
Supermarket Perimeter - October 2019 - 22
Supermarket Perimeter - October 2019 - 23
Supermarket Perimeter - October 2019 - Bakery - Now trending
Supermarket Perimeter - October 2019 - 25
Supermarket Perimeter - October 2019 - 26
Supermarket Perimeter - October 2019 - SK - 1
Supermarket Perimeter - October 2019 - SK - 2
Supermarket Perimeter - October 2019 - SK - 3
Supermarket Perimeter - October 2019 - SK - 4
Supermarket Perimeter - October 2019 - SK - 5
Supermarket Perimeter - October 2019 - SK - 6
Supermarket Perimeter - October 2019 - SK - 7
Supermarket Perimeter - October 2019 - SK - 8
Supermarket Perimeter - October 2019 - 27
Supermarket Perimeter - October 2019 - ARTISAN CHOCOLATE
Supermarket Perimeter - October 2019 - 29
Supermarket Perimeter - October 2019 - 30
Supermarket Perimeter - October 2019 - 31
Supermarket Perimeter - October 2019 - Deli - Dining dilemma
Supermarket Perimeter - October 2019 - 33
Supermarket Perimeter - October 2019 - DELI “MEATS”
Supermarket Perimeter - October 2019 - 35
Supermarket Perimeter - October 2019 - 36
Supermarket Perimeter - October 2019 - 37
Supermarket Perimeter - October 2019 - Meat & Poultry - Premium cuts
Supermarket Perimeter - October 2019 - 39
Supermarket Perimeter - October 2019 - 40
Supermarket Perimeter - October 2019 - 41
Supermarket Perimeter - October 2019 - Lamb
Supermarket Perimeter - October 2019 - 43
Supermarket Perimeter - October 2019 - Produce - PACKAGED PRODUCE
Supermarket Perimeter - October 2019 - 45
Supermarket Perimeter - October 2019 - 46
Supermarket Perimeter - October 2019 - 47
Supermarket Perimeter - October 2019 - Specialty fruits and vegetables
Supermarket Perimeter - October 2019 - 49
Supermarket Perimeter - October 2019 - 50
Supermarket Perimeter - October 2019 - 51
Supermarket Perimeter - October 2019 - Seafood - VALUE-ADDED
Supermarket Perimeter - October 2019 - 53
Supermarket Perimeter - October 2019 - 54
Supermarket Perimeter - October 2019 - 55
Supermarket Perimeter - October 2019 - Food Safety - Packaging matters
Supermarket Perimeter - October 2019 - 57
Supermarket Perimeter - October 2019 - 58
Supermarket Perimeter - October 2019 - 59
Supermarket Perimeter - October 2019 - 60
Supermarket Perimeter - October 2019 - EQUIPMENT - DEPOSITING WITH SPEED, ACCURACY
Supermarket Perimeter - October 2019 - 62
Supermarket Perimeter - October 2019 - 63
Supermarket Perimeter - October 2019 - SPOTLIGHT - VALUE-ADDED PRODUCE
Supermarket Perimeter - October 2019 - 65
Supermarket Perimeter - October 2019 - TECHNOLOGY - SIMPLIFYING DISTRIBUTION
Supermarket Perimeter - October 2019 - 67
Supermarket Perimeter - October 2019 - 68
Supermarket Perimeter - October 2019 - 69
Supermarket Perimeter - October 2019 - OPERATIONS - EQUIPMENT MAINTENANCE
Supermarket Perimeter - October 2019 - 71
Supermarket Perimeter - October 2019 - Advertisers
Supermarket Perimeter - October 2019 - 73
Supermarket Perimeter - October 2019 - Fresh Takes
Supermarket Perimeter - October 2019 - 75
Supermarket Perimeter - October 2019 - 76
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