Administrative Coordinator and Customer Service Expert, Jessica Corey, joined David Jr. on Episode 13 of Safe Space to discuss the ins and outs of customer service in the safe industry. As a small, family-owned business, NW Safe is honored to make customer service a cornerstone of its success.

Podcast Recap: https://bit.ly/3TzEnI7

1:52: How do you balance giving customers space to think with being available to answer their questions in a helpful way?

5:37: When a customer is upset, maybe about a delay or a product issue, how do we approach that conversation as a team?

7:48: What are some of the most common service questions we get after someone is on the safe for a few years?

10:17: How do we stay aligned as a team between the showroom, warehouse, and delivery crew to make sure nothing slips through the cracks?

15:58: When customers walk in and see hundreds of safes, it can be overwhelming. How do you help them feel more comfortable and not lost in the options?

19:12: What do customers usually not realize about the logistics of moving or installing a safe until we explain it?

23:42: Can you share a time when a customer came in for one type of safe, but left with something completely different because we uncovered a better fit?

29:16: What do returning customers often say brings them back? And what do we intentionally do to build that kind of loyalty?

33:47: What's something operationally complex, like a return, a delay or a custom order that most customers don't realize takes multiple departments working together?

35:30: How do we handle customers who are focused only on price? And how do we help them see the bigger picture in terms of value and protection?

38:50: What do you regularly hear from customers after their purchase and delivery?

41:27: When the phones are ringing and the store is full, how do we keep from dropping the ball on customers who might not be ready to buy it?

43:03: So I (David Jr.) know that you've had a few jobs, all customer-facing, where customer service is really important. Everything from restaurants to working in bakeries to NW Safe. When it comes to customer service and helping customers solve issues, what was the most challenging industry you worked in? And where does the safe in this industry compare?