Casey and Nicole From Local Technology Business the Techery Are Here To Spill the Beans on How They’re Rocking the Customer Service Game.
We bet most of us have a story or two to tell about some not-so-great customer service we’ve experienced in our times. And we have to admit some industries are pretty much notorious for it – but we’re not about to name and shame out here!
Instead, we’re gonna focus on the positive and in this case it’s local technology business – The Techery.
These guys have a pretty darn good name for themselves around our parts and so, when we last caught up with them, we just had to ask, “What’s the secret to keeping Highlanders happy?” Their answer? Drumroll, please… Excellent Customer Service!
But what exactly does excellent customer service entail? We got the rundown from Casey and Nicole from the Techery on the full deets of how they consistently deliver outstanding service to their customers. Check it out!
1:: So first up guys, what IS good customer service?
Casey: Good customer service is when you listen to the needs of the customer. It’s about customising the solutions based on that. It’s not just about the one individual transaction, it’s about continuous care. Follow-ups, check-ins, asking for feedback. It’s really about going above and beyond.
Nicole: It’s all about being present for me. Someone who can be present with me but also can shift and change as my needs shift and change. It’s not always about being perfect. Don’t hide from the hard stuff, go there with the customer. Putting the shoe on the other foot and empathising with your customers. Making sure they feel heard.
2:: So how can you make sure a customer feels heard, guys?
Casey: We have a seamless system that focuses on checking in with our customers regularly. From the second a customer engages with our sales team; we’ve got a process set up so that they’re not forgotten and we’re checking in at the right times for the right things. This gives them a chance to talk to us and tell us what they need, what’s working and even what’s not working. There was a lot of research and time put into developing this process and it’s done wonders for our customer satisfaction.
Nicole: It’s a smart process and product and that’s what we’re all about. It’s a great way to keep all the platforms together and make sure anyway a customer contacts us, they’re feeling heard. We’re even considering making it available to other businesses in the future.
3:: Can you give us an example of a great customer service moment you guys have had that you’re proud of?
Nicole: We have a customer, John, who lost his house in a bushfire and he had to rebuild from scratch. It took him a long time to build and we were with him the whole way. We worked hard to honour everything we promised him and make sure he was happy.
Casey: There were lots of changes to the property as it was being rebuilt as well so his needs changed. We remained in contact with him the whole time, making sure we were always providing him with what was best for his place.
4:: How would you guys describe your approach to individual customers as well as local business customers?
Casey: To us, residential customers are just as important as a business. With business, there’s usually a little more complexity in their needs but for us, it’s all about integrity no matter what type of customer you are.
5:: Fill us in on how you maintain that integrity through your whole team.
Casey: I believe everyone in our team is super passionate about our business and the customer experience that comes with it. No matter what department we’re in, that passion just flows through.
Nicole: We really foster it between us. There’s a level of care that we give to each other in the office that reflects itself in the way we work with our customers. If we care about our crew, we know they’re more likely to care about the business and our customers.
6:: And how are you getting feedback from your customers about your good work?
Casey: They come to us, whether it be verbally or by writing reviews. We’ve had stories of the crew going over for an install and then afterwards sitting down with the customer for a cuppa and chinwag, we love the feeling that comes with providing that local touch.
Nicole: As part of the process we mentioned before, we follow up for feedback. We wanna hear from our customers, to know what went well and what we could improve on. We love and value all feedback.
7:: Do you think working in a tech biz has helped with getting the most out of your customer satisfaction?
Casey: Definitely! It’s allowed us to work smarter, not harder. Technology is not expensive these days, especially with the subscriptions available. As a tech business we’re always all over the advancements and what’s happening in the world of customer service and satisfaction.
Nicole: But we also know there’s a right place and time for everything. No one likes talking to a robot when making a call or using a chatbot. So we have an actual person on the end of that line and we know a lot of those larger companies don’t always offer that. For customer service, you need a human touch and we focus on it.
8:: Are there any unique things about working with Highland’s customers?
Casey: The Highlands is big on word of mouth so if you do a good job locals will share that, and if you don’t do a good job, they’ll share that too! It’s just another part of that accountability we hold ourselves to.
Nicole: Having a shopfront that locals can come to is a real bonus. Not everyone wants to talk on the phone or through their computer so they love having a spot where they can chat with us face to face and we are happy to provide it.
9:: Do you guys have any advice for other local businesses on how to get and keep that excellent customer service rep?
Nicole: Lead by example! If you’re showing great customer service your staff will follow. Be genuine in what you do and be genuine with your customers’ visions.
Casey: If you care it shows.
Thanks guys! We can for sure see that you guys care and we bet your customers can too.
Here’s to more great stories from local businesses like yours!
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