Truly Nolen’s president: Strive for positive interactions across every medium

Scarlett Nolen

As technology continues to evolve, so does our industry’s opportunity to make sure every interaction we all have with customers are positive ones. As a referral-based business, we work hard during training to make sure our team members understand how additional business can grow from every single person they deal with, whether it is from that customer themselves or someone they may refer to us.

We live in a world where unsatisfied customers for any brand feel empowered to make large amounts of people online aware of why they are unhappy, but it is also important to identify why a customer takes that action. Looking inward, did something unavoidable cause an appointment to be missed or reset without proper explanation to the customer? Did we not attach the same sense of urgency to something the customer sees as a major issue?

The only way our industry can conquer these hypothetical situations is to make sure proper communication circulates throughout an organization. From the customer service representative who answers a call to the sales person that makes a visit to the technician that needs to do a follow-up service, all of these team members need to understand the importance of treating every customer with respect and with the understanding that they will do everything they can to ensure a customer’s happiness.

Likewise, if someone requests service online or if someone expresses concerns on a company’s social media accounts, those requests need to be treated with the same sense of urgency as if the customer was simply calling a service office directly. In fact, the influence social media has in today’s society can either create tremendous opportunity or have negative impact on a company depending on how quickly a response is given.

Again, with so many different avenues open to a customer, as an industry, we need to recognize the importance of covering all our bases and not letting something as simple as taking too long to respond to someone hurt the customer experience before it has even TRULY begun.

Scarlett Nolen was promoted to president of Truly Nolen of America on March 1. Nolen has worked for the company since 2012 in multiple roles. Most recently, Nolen was the district manager for the “Growth District,” a district of new service offices throughout Florida, Texas, New Mexico, Arizona and California. Prior to joining the company, Nolen graduated Summa Cum Laude from the University of South Carolina with a Bachelor’s Degree in Experimental Psychology and Summa Cum Laude from the University of Central Florida with a Master’s Degree in Marriage and Family Therapy.

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from Pest Management Professional https://www.mypmp.net/2019/06/25/truly-nolens-president-strive-for-positive-interactions-across-every-medium/
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