If you study most great companies, at least the ones that really do something special in an industry, you’ll notice that most the time that founder of that company previously spent many years in that industry. Sometimes it takes someone that knows an industry like the back of their hand to see where the real problems are in the market.
After having worked as a door-to-door sales rep and sales manager for seven years, our founder Jake realized that although his current company offered top of the line products and ahead of the game technology, there was something missing. He frequently saw how disappointed customers became when they first dealt with customer service at his company. Everything up until that point in the customer experience had been so positive that it often came as a great surprise to his customers. He received many a phone call from a once warm and happy customer, now upset and besides themselves at the customer service they were receiving. It disheartened him because the industry is so competitive as it is, that a lot of his sales and business relied on referrals. The last thing an unhappy customer is thinking about is sending their sales rep a referral.
The lack of professionalism and speed in relation to customer service brought so much unhappiness that he decided he could no longer stay at his current company. He quit and started ABQ Security Systems. The goal is to provide all things his previous customers loved about his first employer and then combine that with world class customer service. His focus is on taking care of the current customers as much if not more than the new ones, a struggle most security companies have. Everyone likes to go date the new girl, it takes a real man to continue to surprise and treat his wife or long term girlfriend well.
In the process we know as a company we may lose some short term dollars by making this our focus and priority. There will be time spent with current customers that surely could be deployed against generating new ones. That’s okay, ATX Security Systems is here to build a brand, not just make a buck.
As nice as our focus sounds, we aren’t naive enough to believe everything is going to be perfect. We will surely make mistakes and have unhappy customers. We hope to do everything up front to prevent as much of this as possible, but it just isn’t realistic to think everyone is going to be happy all the time.
When you deal with one of our sales professionals, and you have a question regarding a policy, please double check with our company. Sometimes it’s a lack of communication, other times it’s a lack of knowledge on the sales reps side. Regardless, this is where most issues happen in all companies. If a policy sounds too good to be true, it probably is.
Call us today and let us show you our world class customer service in action!