Signature Homes’ Post

Customer Visits!  Want to know how your product is being used, experience the jobsite challenges first-hand, or be fueled by your customers' passion to be better each day? Go to your customers!! Recently, I did just that. Two days in central Florida, 600 miles in a Mini Cooper, five meetings, awesome people, buckets of sweat, use cases found, laughs, lessons learned, and so much more. What was reinforced on me? See below.   1️⃣ Roadway projects are a different animal. ➡ They’re hot, loud, bright, dangerous, active, exciting, and important. Given that, if a product isn’t simple, helpful, or reliable, it quickly gets tossed to the scrap pile.   2️⃣ While the future is coming, don’t forget to solve today’s challenges. ➡ A solution can be in place, someone might understand it, but full adoption across an organization or industry is a different story. Improvements to existing practices can lead to massive gains with less disruption. 3️⃣ Honestly, showing up and acting with care – there’s a reason we are taught these at a young age as they apply all through life. ➡ At the end of the day, people want to be valued and feel appreciated. We can look past mistakes, ride out changes, and put in extra effort if, on the flip side, there’s confidence the same is provided in return. This forms a true partnership and common goal, which leads to a better product.   Overarching all this... Having a laugh 😆, exchanging smiles 😃, or brightening the day a little are the fun 🌞, meaningful moments that carry everything forward. So, get out there! Jump in a car 🚗, on a plane ✈, and go meet your customers in their environment. It never gets old seeing someone use the thing your team has put so much time and effort into. A big thanks to P & S Paving, Inc., Preferred Materials, Inc, HNTB, Anderson Columbia Co., Inc., K-Factor, Inc., England-Thims & Miller, Inc., Florida Department of Transportation. Happy Trails and Stay Safe.

opportunities

I've been in customer facing positions pretty much my entire career, starting with field service at an interconnect company in Toronto, doing cell phone installs for Radio Shack in the late 80s and doing field service, technical support and sales for Nautel since 1990. The one thing I've learned is that, when a customer is upset, it's time to turn on the afterburners - mistakes happen, errors occur, we're all human. However, how we handle those mistakes and fix the errors, that's where the rubber meets the road. I'm writing this because of a very real experience I'm having right now as a customer... I ordered a new phone from a local provider using their online portal the evening of November 22nd. They promised it would ship one business day after ordering, so giving some slack for being the end of day, that would have been the 26th. Sure enough, on the 26th, I got an email that my order had been processed. Good on you, Eastlink, great job - and thanks to the person handling the other end of my online chat session for guiding me through the options. This is where the experience goes sideways... on Nov. 27th, I get an email from Door Direct telling me they've got my package and asking me to "click here to schedule delivery". Cool - I click there, and set delivery up for noon to 4pm on November 28th. This is a signature required delivery, so it means somebody has to be home. At 1:11 pm on the 28th, I get a delay notification. Frustrating but as I said, stuff happens. Delivery is now rescheduled to between noon and 4pm on the 29th. At 12:37 on the 29th, I get an email, "due to problems with our trucks... this is a HIGH PRIORITY for us... we know this isn't ideal". Now delivery will be "Monday or Tuesday" and "we'll let you know." Today is Thursday, December 5th. So far, no response to repeated emails to their info and support email addresses over the past four days. I've called Eastlink three times and they've left emails - with no response. The website provides no alternative means of contact - there's a link for live chat that gives you a "please try again during business hours" no matter what time of day it is. At this point, I've about given up... Eastlink can't escalate any further, Door Direct is completely unreachable and I'm just happy this was a personal phone and that I still have my previous phone in hand, or I'd be high and dry. So, my mantra - when a customer is upset enough to post on LinkedIn, or Facebook, or Google (or all of the above), it's gone too far... I'll be first to admit I get busy and drop the ball on things, life happens and we're all doing more with less. But golly, at some point you need to pick that ball up and resolve the issue. Eastlink has been my only support contact - but it shouldn't even be their problem to solve... although if they'd used Purolator like their live chat rep said they would, then I'd most likely have had a phone a week ago... Door Direct, you need to do better!

Customer review - "*****" It's all about customer support "Sales team is very knowledgeable and very helpful, I’m strictly using this company to install all of my lights in my home renovation based on quality and expertise. I’ve had an issue with one of the strips (bad install) that I ordered, And they made it right by me when they didn’t have to. I’ll reach out to them and ask them to pair up the light strips with the drivers that I need every time now just to make sure I get it right, And they do that for me no problem." #LEDlighting #customerreview James Pudney #homerenovation #homeimprovement #homelighting #highceilinglighting #wired4signs

Customer service is the support you offer your customers

Our customer, our bride Customers are makers of every company and their concerns must be taken seriously to avoid loopholes in the company. Our primary concern as a customer agent is to satisfy our customers and put them in a right spot, to retain them for further patronages. There can't be a company without a customer and that is why they are our beautiful bride. As a customer support agent and customer success manager, I have x-rayed to understand that they are the life-wire and oxygen in a company and their management depends on the survival of the company. An irate customer should be handled with care to enable retention and further patronages. You need to have a good communication skill that is persuading, penetrating for you to serve in this capacity. What drives every profession is the enthusiasm developed in delivering your duty. Are you a customer support agent? How well do you treat your customers and how well do you behave to keep the spread of your customers within the territory of your company?

Why would a property manager want to use Mike's Pro Power Wash? Hiring Mike's means choosing a seasoned professional who delivers reliable, high-quality, and customized cleaning solutions. With a strong emphasis on safety, compliance, and customer satisfaction, property managers and homeowners can trust Mike's Pro Power Wash to maintain and enhance their properties appearance.

Customer Support: How I overcame my own frustration and learned from Bernard! Our client Canugo Ltd asked us to do background checks on their drivers. 3-2-1-GoCheck was not built with "drivers" in mind as candidates. Bernard a potential driver sent a message indicating the "link" was not working at 8:45 pm and Luke from Canugo Ltd sent a message shortly after confirming Bernard was needed for a job ASAP. Rather than use our automated support process to help Bernard I elected to have a call with him straight away. "It's not working" was the opening statement where mine to myself was "**** I wished I had used the time to update Dynamics so I can kick off our next sales campaign." I buried my biases and frustrations and ended up leaving the call with Bernard with the following: 1. No tech solution will ever trump an actual conversation 2. Great solutons are enablers for the able and disabled, old and young; 3. 3-2-1-GoCheck just got a lot better as company because of Bernard For all the Bernards in the world - keep on being amazing! Nurup - Senior Doer 3-2-1-GoCheck

What are the traits of great customer service reps? I'll start with a few: 1) clear communication 2) experience 3) ability to problem solve and cut red tape for customers What do you think or would add to this list?

"How do I measure the success of a team?" I consider the types of questions the junior members of my team ask. A "successful" team member is someone who has built up a base of knowledge about the product and the customer that enables them to craft questions with clarity. Support teams succeed when they prioritize understanding the nature of the problem, an angle of attack to try first, and the context in which the problem arose. Having the knowledge and processes to identify issues clearly is paramount to customer support. Time to resolution and number of cases closed weekly are hard metrics that can be arbitrarily defined as needed, but success in customer support involves knowing that your role is not of one who has all the answers, but one that has the tools, knowledge, and resources to deliver the answer. How do we measure the success of a team? We don't know. Let's find out.