“Build a team so Strong, no one knows who the boss is”

Led by CEO Art Gumm, SmartRise Elevator Service Inc (SRE) was started to "Set a new standard" for elevator service, repair, and modernization. In an industry where service levels are declining, SmartRise Eleavtor suits up and shows up monthly. We're not owned or controlled by any elevator equipment company and are signatory with the International Union of Elevator Constructors (IUEC). We put our clients' interests first.

Art has spent 32 years in the elevator industry, from outside sales to varying levels of management. He believes the most important thing a CEO can do is give staff the training, equipment, and expertise to execute their jobs effectively and safely. Art says teamwork makes a company strong. Micromanaging staff is counterproductive and generates animosity. Investing in personnel benefits your firm. As a Christian, Art believes in helping and respecting people and adds that SRE is a family-run company without "bosses." Feedback isn't criticism for him, it’s an opportunity to learn. As President and CEO, Art says a team collaborating to solve an intricate elevator issue is always successful.

I'm always available to colleagues and businesses owners’, including SRE’s team, says Art. As a signatory company with the IUEC, my mission is to encourage non-union employees to join. IUEC's compensation and benefits are incredible, allowing each worker to grow and better themselves and their families. I helped a Southern California elevator technician start a company in Tennessee and watching them succeed is a great reward. By focusing on doing the right thing for the customer instead of gross profit, Art can acquire customers that the major elevator companies have held for years. If you constantly put the consumer first, act with integrity, and do what you say, you will always be successful.

Entering the elevator industry at a young age, I had "some" ego and thought I understood more than I did. In one case, I didn't respect a receptionist in a class A high rise building. This receptionist later became the property manager. Although my employer retained the service account, I was removed as account representative, which damaged my ability to generate income. Art suggests that if you don't know the answer to a customer's question; say "I'm not sure." I'll find out and get back to them expeditiously. Building engineers are well versed in vertical transportation. You must be able to provide a value and top tier service to retain these customers.

Elevator technology is cutting-edge. Our elevator control units are microprocessor-based and serial-linked. Most clients formerly hired big elevator firms for modernizations, service, and repairs. SRE modernizes elevators with nonproprietary equipment that contains onboard diagnostics; software and replacement components are also available on the open market. This allows the end user to choose any elevator service company and reduces elevator maintenance costs.

SRE is currently planning on expanding to Phoenix and San Diego in the near future.

SRE prides itself on service, and customer communication is key, states Art. In an industry where service is quarterly at best, but often reactive, monthly preventative maintenance service is appreciated. Service route hours must be managed. Our monthly PM hours do not exceed 120 hours. This provides ample time for entrapments, trouble calls, small repairs, and drive time. SmartRise Elevator maintains elevators monthly which includes phone monitoring and fire service testing at no charge. For each new SRE customer, we send a team to complete the first service. We go through the elevators. Top to bottom to clean, lubricate and adjust. Yes, this costs SRE on the front side, but reduces trouble calls, ultimately allowing us to make a profit. More importantly, the customer can see the benefits of switching service companies instantly. SRE provides free monthly Phase I & II fire service testing and emergency phone monitoring. Due to the industry's declining service levels, SRE includes a performance provision in our service agreements. According to Art, our service agreements can be cancelled for nonperformance. "Nonperformance is defined as our inability to remedy any deficiencies within 30 days after receiving written notice." This clause protects the end user.

 

SRE has recently won a service contract with Irvine's The Atrium and Northrup Grumman. We have been negotiating for months. Long-term elevator outages affect building operations and the incumbent was non responsive. After three weeks of downtime for their freight elevators, the property managers contacted SRE to service and repair the elevator, and they agreed.

SRE services accounts like: California State University Los Angeles, Loyola Marymount University, UCLA Health, County of Los Angeles, United States Department of Justice, Beverly Wilshire, Cedars Sinai, Fairmount Developmental Center, New Mart, Grifols Biological, etc. We also do modernizations for customers like UCLA, USC, the County of Los Angeles, etc., as well as major repairs for these customers.

The key to any service account is communication, acting with integrity, and doing what you say and expecting a fair pricing in return, according to Art Gumm.