Through the creative spirit and risk-taking of leaders like Jeff Kritzer, BendPak continually introduced new products and expanded into new markets, rather than staying complacent in their original offerings. This allowed the company to thrive while many of their competitors in the muffler shop business declined. Customer service is a top priority for BendPak, as evidenced by Kritzer's hands-on involvement and commitment to rapid response times.
Kritzer emphasizes the importance of "first call resolution" and being available to personally address customer concerns, rather than routing issues through complex ticket systems. He believes that quickly resolving customer problems, even minor ones, is critical to maintaining strong relationships and a positive reputation in the industry.
Kritzer encourages shop owners and other industry professionals to embrace change and diversification, rather than remaining stuck in the status quo. He views complacency as the death knell for many businesses, and believes that introducing new revenue streams, adapting to market shifts, and providing excellent customer service are key to long-term success. Kritzer's own personal involvement and innovative mindset serve as an inspiration for others looking to grow their businesses.
ShopOwnerMag.com
BendPak.com
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
The Male Room with Dr. Jesse Mills
As Director of The Men’s Clinic at UCLA, Dr. Jesse Mills has spent his career helping men understand their bodies, their hormones, and their health. Now he’s bringing that expertise to The Male Room — a podcast where data-driven medicine meets common sense. Each episode separates fact from hype, science from snake oil, and gives men the tools to live longer, stronger, and happier lives. With candor, humor, and real-world experience from the exam room and the operating room, Dr. Mills breaks down the latest health headlines, dissects trends, and explains what actually works — and what doesn’t. Smart, straightforward, and entertaining, The Male Room is the show that helps men take charge of their health without the jargon.