Hines Promise to Customers

Customer Focus

In High School, Hines Bending’s founder, James “Jim” Hynes, worked at his father’s Standard Oil (now Amoco) service station, where he learned a lot about cars. More importantly, he learned how to service customers, earning their respect and setting what he would later use as “best practices” to achieve extraordinarily high customer satisfaction.

When patrons weren’t stopping for gas, my father would shout, “Are the bathrooms clean?” or “Don’t just stand there, push the broom around,” explained Jim Hynes. Standard Oil had a slogan & signs posted at all of their locations, ( AS YOU TRAVEL, ASK US ), this was a way to encourage the traveling public to stop in when lost, ask for directions. On the importance of time management, if there was a line of customers to cash out & Jim was busy giving directions to a non-paying customer, John, his father, would say, “Get the money, son, you can give the free directions after that.”

Customer Satisfaction DNA

In the ’60s and ’70s, John Hynes achieved new “standards” for customer service excellence in a time when there were no awards for such. The senior Hynes drove home the need to make customers happy, “Son, we have many customers, like Dr. Samuelson, the heart doctor. He doesn’t want to see your big thumbprint on his steering wheel. But the fact that he’s a doctor doesn’t give him preferential treatment. All customers are important: small…big…new…old.”

One life lesson that defines today’s Hines Bending came after Jim messed up a muffler installation. “Son, admit your mistakes early. This guy … his son … are going to be customers for a long time, and it’s not worth it to screw it up. Do the job right. Everytime. Don’t make excuses. Customers want you to be straightforward. Tell them how you plan to fix it.”

If someone called to ask a question about why his car would not turn over, he would tell them we’d be over to check on it. Regularly, customers’ cars would be picked up (at their home or office) and then returned, fully serviced. “It’s what we do. Let’s be good at it.”

Since 1975, hundreds of customers have purchased a Hines Bending Machine. As their business or needs grew, some customers purchased more than one bender. The success that many of our customers have enjoyed is detailed in the Industries section. There is no doubt that their voice has helped to build the Hines Bending System brand, the undisputed global leader in pipe and tube bending machines.

Long before 1975, Jim Hynes knew the importance of listening to customer needs. Today, hundreds of global brands – the very large to the very small – own a Hines tube or pipe bender.

Here are our promises to you:

1. Service first. Talk second. We promise to put your needs first.
2. Listen. You know your business better than we do. Listening to your point of view and input is the most important thing we do.
3. Admit mistakes. If we do something wrong, we’ll make it right. Guaranteed.
4. Give more than you get. We appreciate your commitment to us, so we’ll work very hard to provide you with exceptional value.
5. Be prompt. We promise to provide quick turnaround, and when appropriate, within 24 hours.
6. Be good at what you do. For decades, we have owned the factory, ensuring costs are controlled and quality is high. As a result, our hundreds of customers recognize Hines Bending as the undisputed global leader in pipe and tube bending machines.
7. Do what you know, don’t do what you don’t know. We sell pipe and tube bending machines, related tooling, and parts. That’s it.
8. Deliver unequalled service. We will not fail to give you the very best service. Period. If we don’t let you know about it.
9. Innovate. Sometimes there is a better, more innovative way, or a less expensive way to achieve your goal(s). We promise to provide you with the best machine and tooling solution to meet your needs.
10. Dedicated to Success. We are 1,000% dedicated to your success.