Master Meter has always placed its customers at the heart of every decision, staying true to its longstanding commitment to customer satisfaction. This customer-first philosophy is modeled after the unwavering commitment of the company’s senior leadership and is embedded across all levels of the organization. “Master Meter exists to fulfill customers’ needs,” said Tim Hanes, company president. “The customer is the center of everything we do.”
By prioritizing customer needs, Master Meter not only reaffirms its position as a leader in advanced water metering technology but also underscores the vital role of customer relationships in driving long-term success.
“We view every customer interaction as an opportunity to build lasting relationships,” said Scott Bradley, vice president of sales for the Eastern region. “We actively listen to our customers, understand their needs, and offer tailored solutions that make a positive impact on their lives and businesses. Our team is dedicated to providing attentive, responsive service, ensuring that each customer feels valued and supported.”
“Customers are our lifeblood,” added Coby Kleinjan, Master Meter’s senior vice president. “We treat our customers and team members as our most important assets.”
Master Meter’s customer-first approach is evident in every aspect of the business. From developing innovative solutions tailored to utility challenges to enhancing customer service protocols, the company embraces a mindset that seeks to understand and address the unique needs of its partners. Leadership has played a pivotal role in this evolution, setting the tone through transparent communication, active listening, and a dedication to continuous improvement.
“Commitment to our customers is more than a set of principles; it is a core part of our culture, woven into every aspect of our organization,” Bradley noted. “We believe our customer-centric philosophy should guide every decision, interaction, and process—from leadership to every front-line team member.”
Focusing on customers is more than a strategy—it’s a necessity in today’s fast-paced, competitive market. Customer-centric organizations are better equipped to anticipate emerging needs, foster trust, and build lasting relationships.
“Customers have become used to exceptional service and we need to ensure that everything we do is easy and fast,” said Kleinjan. “We don’t need to reinvent the wheel and don’t need to exert extraordinary effort to achieve extraordinary results. We just need to do the ordinary, everyday things exceptionally well.”
For Master Meter, this approach ensures its solutions remain relevant, reliable, and impactful, helping utilities manage water resources more effectively.
“Utilities are the backbone of the services people rely on every day—from clean water to efficient energy distribution—and Master Meter understands the critical role we play in helping these utilities operate smoothly,” said Geoff Fishel, vice president of sales for the Western region. “We’re not just supplying products; we’re providing tools and technologies that allow our customers to operate more efficiently, save resources, and improve the lives of the people they serve. It’s a responsibility we take seriously, and that’s why our customers’ success is at the heart of everything we do.”
Master Meter ensures its customer-first philosophy echoes throughout the organization by fostering a culture of collaboration and clear communication. “Every department, from engineering to customer support, is aligned around one common goal: to meet the needs of our customers and exceed their expectations,” Fishel explained. “We’re constantly gathering feedback from our customers, and this insight drives continuous improvement in our products and services. Additionally, the leadership team leads by example, encouraging everyone to prioritize customer relationships and service. It’s not just about meeting immediate needs but creating lasting partnerships that benefit everyone involved.”
Examples of Master Meter’s customer-centric strategy can be found throughout the organization. “Our customer support team is always ready to respond quickly and efficiently to inquiries or technical issues, ensuring minimal downtime for utilities,” said Fishel. “We regularly engage with customers through surveys, feedback sessions, and direct interactions to understand their challenges and needs better,” he added. In addition, Master Meter has invested heavily in developing innovative, smart metering solutions that help utilities gain real-time data, improve accuracy, and reduce operational costs. “We’re continuously refining our products based on customer feedback, ensuring that we provide the most effective solutions to meet their evolving needs,” Fishel said.
“Every product development, every hire, just about every conversation starts and stops with what is best for our current and future customers,” Kleinjan added.
As Master Meter continues to innovate and grow, its commitment to customer satisfaction serves as a reminder that the greatest advancements begin with a simple question: How can we help our customers succeed? This ethos not only strengthens the company’s brand but also drives meaningful change in the communities it serves.
