At Materials Research Furnaces (MRF), customer service is more than a department—it’s a commitment. Led by passionate experts like Dave Kent, our Customer Care team prides themselves on going above and beyond to meet the needs of our customers. One of the standout approaches in this mission is “Doing the Dave,” a personalized, hands-on process that has become synonymous with exceptional service.

Let’s dive into what makes “Doing the Dave” a game-changer for MRF’s customers.

The Heart of Customer Care: Listening and Understanding

For Dave and the Customer Care team, the journey starts with listening.

“We don’t just sell parts; we solve problems,” Dave explains. “When we reach out to customers, especially those with non-MRF furnaces, it’s about understanding their frustrations. Maybe their current supplier is late, the quality isn’t there, or they’re simply not being heard. That’s where we come in.” Dave’s ability to connect with customers and truly hear their needs is a cornerstone of the Customer Care team’s approach. His process ensures that every project starts with clarity and understanding, creating a foundation for tailored solutions.

Hands-On Solutions: Dave in Action

Unlike traditional support models, Dave and the Customer Care team take a hands-on approach to customer service. Once a customer shares their concerns, Dave doesn’t just send an email or hop on a call—he gets on a plane.

“I’ll schedule a visit to the customer’s site—because sometimes, you just have to see it to fix it,” Dave says. “We’ll walk through their furnace operations, talk about design improvements, and inspect the furnace. Then, I’ll take detailed measurements and sketches right there.” This meticulous process allows Dave to reverse-engineer components and create precise solutions back at MRF headquarters. It’s a skill he honed over years in the industry.

“In a previous job, I did this type of work for 10 years—flying all over the U.S. and Mexico, taking sketches and turning them into finished parts. Reverse engineering is one of my favorite things to do. I love creating something tangible from nothing,” he adds. This passion translates into results for customers. From initial sketches to finished parts, Dave ensures every detail is perfect.

Seamless Execution, Start to Finish

Once the sketches and measurements are complete, Dave and the Customer Care team swing into action.

• Quotation: A detailed quote is prepared, ensuring clarity on pricing and lead times. Adjustments are made based on customer feedback.
• Fabrication: MRF’s in-house manufacturing capabilities allow the team to quickly produce components, from heating elements to shielding.
• Installation: Dave will travel to the customer’s location, overseeing the installation process to the end to ensure everything works as it should.

“Our in-house fabrication is a game-changer,” Dave says. “Many customers come to us after frustrating experiences with OEMs—outrageous lead times, poor communication, or supply chain delays. Because we do everything ourselves, we can cut lead times significantly and deliver on our promises.”

Building Trust Through Long-Term Care

For Dave and the Customer Care team, the relationship doesn’t end after the parts are installed.

“We encourage customers to stock key spare parts to avoid downtime,” Dave notes. “If a major component like a heating element fails, it can take weeks to replace. Having spares on hand ensures their operations stay up and running.” This proactive approach has earned MRF a reputation as a reliable partner. “Once customers experience our process, they often come back. At one site, we started with one furnace. By the end, they asked us to quote every furnace in their facility,” Dave shares.

The MRF Difference: Listening, Solving, Delivering, Caring

The success of “Doing the Dave” lies in its simplicity: care, precision, and follow-through.

“Customers aren’t just looking for parts—they’re looking for a partner,” Dave says. “At MRF, we’re not just here to deliver a product. We’re here to build trust, solve problems, and make their lives easier.”

Ready to Experience the MRF Difference?

If you’re ready to see what “Doing the Dave” and the MRF Customer Care team can do for you, contact us today. Let us help you turn challenges into solutions—one furnace at a time.