Focus on the Customer: Management

 

 

In the next entry of our ongoing series on customer service, we speak with General Manager Chad Howman to learn how a great customer experience starts at the top.

Q: What is your primary role at Universal Windows Direct and why is it important to the customer?

A: My primary role as General Manager is to ensure that customers are getting the service they deserve from each department. Should they not be receiving the level of service they expect, its my duty to work with the deparment heads to efficiently and promptly correct the situation.

Q: What do you do in your job to ensure the customer has a great experience?

A: Good customer service starts with the proper training. I personally train all of the department heads to handle a situation the way I would handle it and the way I would want to be treated if I were the customer. In addition, I meet monthly with department heads to address any specific issues they may be having so we can make sure we are providing the customer with a great experience from the initial appointment to the day of installation and beyond.

Q: When a customer comes to you with a problem or complaint, what do you do?

A: When a customer comes to me with a concern, I first thank them. Feedback from our customers is essential to the growth and success of our company. After this, I meet with the various department members to make sure that any of the customer's issues are dealt with quickly and correctly.

Q: How have you gone above and beyond for customers?

A: Once, we had a customer concerned about condensation on the inside panes of their new windows. I explained how they could easily correct this by lowering the humidity settings on their home's furnace. Not only were they amazed at how quickly the issue was resolved, they called me back later to tell me that their home was much more comfortable.

Q: What do you enjoy most about working at Universal Windows Direct?

A: My favorite part about working at UWD is all of my co-workers. I really feel like they are an extension of my family. When you enjoy the people you work with and are proud of the job that you do - you never really work a day in your life!

If you would like to experience the Universal Windows Direct difference for yourself, schedule a no obligation in-home estimate; you'll be glad you did!