Editor's Note: A Disgruntled employee is something that everyone has heard of. Something that you probably haven't heard but is a recognized day is gruntled employees. July 13th is Gruntled Employee day and we thought what better way to celebrate than to ask our Customer Experience Manager to give us insight into how he leads his team to turn our customers and coworkers gruntled.
Travone Hall on How Him and His Team create Raving Fans
Our Customer Service team has one primary goal at Frame USA which is to create raving fans! And just in case you don’t know a Raving Fan is any customer who is so overwhelmed and floored by the customer service they have received that they can’t stop talking about it. Any successful company understands the value of repeat business. Building a strong, consistent relationship with all customers is the best way to ensure that a business will continue to grow and thrive.
At Frame USA we strive to create Raving Fans by focusing on three key ideas: relationship building, timely communication, and problem resolution. Relationship building is the first step; while we pride ourselves on the quality of our products (and they are great!), we do know that customers have a variety of picture frame companies to choose from. Our hope is that the personal relationships we build with our customers by showing that we truly do care about not only the sale, but the entire customer experience is what sets us apart.
Communication is KEY
Communication is also a vital part of Raving Fans. It’s our goal to be as timely as possible when responding to customers and to make ourselves as accessible as possible as well. We’re available to be reached via phone, email, fax, and social media. We value our customer’s time and understand that Frame USA providing clear info as soon as possible is a big part of our customer’s finalizing potential orders and/or projects on their end as well.
Accountability Is Our Game
Problem resolution is the final and arguably most important part of Raving Fans. We all know that despite our best intentions that sometimes issues will occur throughout the ordering process. However, Frame USA chooses to treat these problems as opportunities. It’s a point of pride that every opportunity we resolve any issue for our customers as soon as possible. Whether that be by replacing a damaged or incorrect item, expediting an order to meet a deadline, or any other issues or concerns that may arise. Ultimately we understand that the end goal of any potential sale should be a satisfied customer, and Frame USA has always and will continue to do everything within our power to make that happen for you! Thanks for reading, and thanks for choosing Frame USA!