A Relentless Approach to Delivering Benefit to Customers in Everything We Do

By September 28, 2020


At Waters there is a fundamental ethic in the company around doing the right thing to help customers, fellow employees and the world by advancing science to enhance human health and well-being. Everything we do traces to this purpose and is based on a singular imperative to “deliver benefit”, given to us by our founder Jim Waters. He believes that if we pursue a relentless focus on delivering benefit, it allows us to play a part in making the world a better place and also helps our business grow. It is this focus on our customers that is at the heart of our Service business and is a key tenet in the way we partner with our customers to drive success.

We were recently recognized by the Confirmit ACE Awards for “Exceptional Customer Experience Best Practices and Performance.” This recognition is proof of our ability to continually execute on the values that Jim Waters instilled in our team and the entire Waters organization. The ACE Awards are based on feedback from over 10,000 Waters customers, and our team at Waters has received top marks across eight categories since 2001, scoring at least 97% satisfaction.

I couldn’t be prouder of our Service teams, especially those in the field interacting with our customers every day, for helping us to continually achieve such outstanding results. Our teams are focused on partnering with our customers to deliver success in their labs. They are true trusted advisors, sharing their scientific and technological knowledge, taking accountability for the entire customer problem and focusing on exceeding expectations in every interaction. Customers often tell us that what sets our teams apart is our unique knowledge of their lab environments.

Our ability to focus on the key tenets of Jim Waters’ vision are helping to continue to drive our success more than 60 years after he started the company. The team’s ability to stay true to this vision while also having an eye on the future has positioned us as trusted members of our customers’ teams. Thanks to all of our Service team members for all you do day in and day out for our customers. This recognition shows that your work doesn’t go unnoticed by our customers. Thank you for your unwavering commitment to excellence, and for your ongoing focus to delivering benefit to customers in everything that you do!


Categories: Leadership