Q: How do I find a lift company that is helpful and responsive?

A: Helpful lift companies do exist, I suggest to just start calling, not emailing, the smaller to medium sized lift companies and get a feel for their customer service. If phones are attended to, and questions are answered, you are off to a good start!

I should start with full disclosure, I am a part owner of a dedicated lift maintenance and repair company based in Melbourne, Melbourne Elevators. Our company is a smaller lift maintenance company, so please view the following through that lens.

Current economic conditions are challenging for all companies, and lift companies are no exception! When large corporations start to feel financial pressure, their traditional response is to cut customer service staff and load up technicians with extra work. The effect of this knee-jerk reaction is that the corporate makes more profit in the short term and managers appear to be the “heroes of the day”!

However, it does not take long for customer dissatisfaction to gain momentum. Customers can’t get through to the companies to register issues or to find out why their lift repairs are not being done. This situation becomes a circular loop of work accumulating, more customers becoming more frustrated and so on.

Having seen several cycles of boom and bust in our industry, we decided to take the opposite direction to the big corporates as we could see a difficult business cycle looming. We decided to improve our customer service systems and employ extra staff to listen to customers and be able to respond when needed. We have been delighted with how our new customers reacted when they realise that they can call and actually get an answer from someone that will sort out their issue. Our best sources of new customers at present are the major national and multi-national lift companies. Potential customers are pleasantly surprised when their emails are replied to, their calls answered and transferred to decision makers!

Good old customer service is not complicated but it does require a company to commit to it!
All good business relationships are built on respect and trust. As lifts are regularly maintained, and occasionally repaired over many years, it is important to find the right lift company for you.

So, call a few local lift companies in your city until you find one that is responsive
and helpful, they do exist!

Published: August 11, 2026