Call to Service: Maine Trailer, Inc.
As the benefits for the NATM Dealer Affiliates grow, so do their dedicated marketing campaigns. Call to Service is a campaign where NATM aims to highlight and acknowledge the service department for its vital contribution to the success of trailer dealerships, and the industry as a whole. We are excited to launch this campaign and give dealers a chance to showcase their service departments and shine a light on the crew that makes such a difference in their business.
We are thrilled to highlight Maine Trailer, Inc., whose service department excels in many aspects and thrives on keeping its customers at the forefront of everything they do! NATM got the opportunity to speak with Chris Brady, the Marketing Manager, and Rick Hathaway, the Operations Manager for Maine Trailer, and we got the chance to dive deep into what makes their Service Department so unique!
A little bit about Maine Trailer, Inc.
Maine Trailer started as a furniture company but quickly grew into much more. The company was founded 40 years ago by husband and wife Irwin and Susan Singer, who then owned Furniture World on Broadway Street in Bangor, ME. The owner realized he had to store and transport furniture, which led him on the path of getting into the storage and trailer business. They realized that to be in the trailer business, they would need a parts and service department to maintain their trailers, so Maine Trailer, Inc. was born.
"They started this business because they needed extra storage for furniture, so they bought some trailers and the rest is kind of history after that, their friends asked where they got them and whether they could get some, and that got them into the storage business." Maine Trailer President Rod Hathaway said, adding the couple are now retired but stay in touch with him regularly.
Their main branch is in Hampden, Maine, but they also have a secondary location in Auburn, Maine. Hampden is their home base, where they do all aspects of their business, and Auburn has more trailer and container sales along with rentals.
Maine Trailer has five pillars to its business: sales, leasing, parts, services, and registration. If it has to do with trailers or containers, they do it, and they have you covered on all aspects of it. They wanted to make it an easy one-stop shop for their community. Their service department began as a need to keep their trailers going, but it grew to become something that their customers could depend on.
What Makes Their Service Department Stand Out?
Well, according to Rick, what sets them apart is their skill set. They aren’t afraid to dig into any job and jump at the opportunity to try new things. They recently worked on completing a smokehouse trailer for one of their local fire training institutes; they took a 24-foot enclosed trailer, stripped it down to the bare frame of the trailer, and repaired and rebuilt it to the client’s needs. Their projects don’t stop there; they also worked with their local power company on a 53-foot step deck with an entire substation on it that they had to work on with a time crunch to ensure the cities that substation serviced had access to power. They strive to help not only their customers but also their community. Their service team of five employees and the service department manager are all trained in aluminum welding and ready to tackle any job, ultimately making them stand out. From working on trailers to creating offices out of containers, they look forward to a challenge and welcome the change of task.
Most Rewarding Part & Future Goals
Though being ready to take on any job can come with challenges, it is also rewarding. The variety of projects they work on makes every day unique. Along with making their customers happy, they appreciate the gratitude their customers show them, whether it be through a review or a heartfelt email to the owner expressing their appreciation for their service department experience. Being able to share that feedback with the service technicians who work on it is also rewarding, and it ensures that they know that what they do matters.
Chris says he does his best to get pictures of the team while they work on projects. Chris mentions that you can see the pride on the employees’ faces whenever they are working on a job and encourages him to take before-and-after photos so you can really see the difference. It’s very clear that their service department is proud of the work they are doing and enjoys the variety of projects that they take on.
They look forward to the future and the growth that is to come. In addition to working on unique projects, they hope to grow their service team.
What Value Does The Service Department Bring To Maine Trailer, Inc.?
People may not be purchasing their trailers because Maine Trailer has a service department, but when their customers need it, it’s there, and it’s nice to have that peace of mind. The company's five pillars make it easy for customers to know they are supported every step of the way. The service department adds value to its customers’ experiences and reassures them that if they need anything, Maine Trailer, Inc. has their backs.
Myths vs Facts
Myth: Warranty is always a black eye.
Fact: Maine Trailer strives to make things right if your trailer has problems, even if they are outside the manufacturer's warranty. Maine Trailer, Inc. will make it right. Though warranty can be complicated, that doesn’t stop them from running with it and keeping trailers on the road!
Myth: Every Service Department is the same.
Fact: Maine Trailer is dedicated to its customers and providing them with the best experiences. Whether you need a job redone or trailer repairs on the side of the road, they are there for you.
We are excited to share Maine Trailer’s story and showcase their awesome service team! They truly go above and beyond for their customers, which shows in everything they do. Are you a Dealer Affiliate who wants to highlight your service department?