InTents December/January 2020 - 58

business | management

For long-term
customers, we try to
send the same crew
leader so our crew
leader and the client
get to know each
other and [the crew
leader learns] how the
customer likes things
done. It really speeds
up the install time,
which saves money and
makes the install as
easy as possible for
the customer.
Moss Duvall

This stage is a fork in the road for
many companies-a moment when they
step back and assess what really builds
a customer experience. Some companies hold their breath and keep "yesing," while others create a "no" culture,
where if a job doesn't ϐit into their speciϐic scope, it's an automatic no, she says.
"This works for some, speciϐically those
that have a solid book of business and
growth is not a priority."
PTG found a compromise between
those two extremes, one that is neither
groundbreaking nor difϐicult, Davis says.
"'Let's see' is how we approach it. This is
for a few reasons, which I expand on for
employees. Speaking deϐinitively traps us.
If we agree without asking all the questions
and conϐirming that the ask is feasible, we
are obligated to make it happen, often at
our own expense. If we disagree without
exploring it, the customer will likely shop
elsewhere next time."
Davis takes the same "Let's see"
approach with employees, which helps
to foster a workplace culture of empathy
and conversation. "If a customer service
person or delivery person knows that
they have a platform to offer suggestions
and they are considered, I've found that
their conϐidence in problem-solving skills
improves, which improves the customer
experience," she says.
5. To nurture long-term relationships,
go above and beyond. When customers experience excellent service, they are
much more likely to do business with that
salesperson again and refer new potential
clients to the company. Relationships are
everything in the tent rental and event
industry. Top salespeople separate themselves from ordinary sales staff by taking
extra steps, such as post-delivery checkins with the client. They recognize that
excellent customer service gives them a
competitive edge.
And when it comes to providing topnotch customer service, "above and

58 intents

dec 2019-jan 2020

beyond" can encompass key employees
beyond salespeople. "For long-term customers, we try to send the same crew
leader so our crew leader and the client
get to know each other and [the crew
leader learns] how the customer likes
things done," Duvall says. "It really speeds
up the install time, which saves money
and makes the install as easy as possible
for the customer."
6. Recognize and celebrate great customer service. Employee recognition
doesn't have to be a huge production, but
it does have to be frequent, says Melani
Kodikian, president of A to Z Party Rental,
Montgomeryville, Pa. "We use a couple of
easy techniques. . . . One is our staff recognition line item at department meetings.
At some meetings a manager will have a
speciϐic recognition item, or sometimes
we'll just do a round-robin where team
members point out a positive interaction
they saw that week. Another thing we do
is post any notes from customers on our
message board-you'd be surprised at
how many customers will send in handwritten thank-you notes when they are
happy with the service they've received.
We also encourage staff to write their
own congratulations." The company also
celebrates birthdays and work anniversaries and hosts an annual picnic and a
holiday party. An annual team building
event was held this year at a local escape
room. "As our staff's family grows, we recognize new additions with an 'A to Z Party
Animal' onesie," she says.
At Big Tent Events, employees are rewarded with gift cards to local businesses
if their names are mentioned in a positive
online review. "Online reviews will help
you win business or lose business," Spata
says. "Having your employees focused on
giving good customer service to get an online review is priceless."
Sarah Crews is director of sales and marketing for
Miami, Fla.-based Economy Tent International (ETI).



InTents December/January 2020

Table of Contents for the Digital Edition of InTents December/January 2020

InTents December/January 2020 - Cover1
InTents December/January 2020 - Cover2
InTents December/January 2020 - 1
InTents December/January 2020 - 2
InTents December/January 2020 - 3
InTents December/January 2020 - 4
InTents December/January 2020 - 5
InTents December/January 2020 - 6
InTents December/January 2020 - 7
InTents December/January 2020 - 8
InTents December/January 2020 - 9
InTents December/January 2020 - 10
InTents December/January 2020 - 11
InTents December/January 2020 - 12
InTents December/January 2020 - 13
InTents December/January 2020 - 14
InTents December/January 2020 - 15
InTents December/January 2020 - 16
InTents December/January 2020 - 17
InTents December/January 2020 - 18
InTents December/January 2020 - 19
InTents December/January 2020 - 20
InTents December/January 2020 - 21
InTents December/January 2020 - 22
InTents December/January 2020 - 23
InTents December/January 2020 - 24
InTents December/January 2020 - 25
InTents December/January 2020 - 26
InTents December/January 2020 - 27
InTents December/January 2020 - 28
InTents December/January 2020 - 29
InTents December/January 2020 - 30
InTents December/January 2020 - 31
InTents December/January 2020 - 32
InTents December/January 2020 - 33
InTents December/January 2020 - 34
InTents December/January 2020 - 35
InTents December/January 2020 - 36
InTents December/January 2020 - 37
InTents December/January 2020 - 38
InTents December/January 2020 - 39
InTents December/January 2020 - 40
InTents December/January 2020 - 41
InTents December/January 2020 - 42
InTents December/January 2020 - 43
InTents December/January 2020 - 44
InTents December/January 2020 - 45
InTents December/January 2020 - 46
InTents December/January 2020 - 47
InTents December/January 2020 - 48
InTents December/January 2020 - 49
InTents December/January 2020 - 50
InTents December/January 2020 - 51
InTents December/January 2020 - 52
InTents December/January 2020 - 53
InTents December/January 2020 - 54
InTents December/January 2020 - 55
InTents December/January 2020 - 56
InTents December/January 2020 - 57
InTents December/January 2020 - 58
InTents December/January 2020 - 59
InTents December/January 2020 - 60
InTents December/January 2020 - Cover3
InTents December/January 2020 - Cover4
https://www.nxtbook.com/ata/intents/intents-june-july-2024
https://www.nxtbook.com/ata/intents/intents-april-may-2024
https://www.nxtbook.com/ata/intents/intents-february-march-2024
https://www.nxtbook.com/ata/intents/intents-idea-book-2024
https://www.nxtbook.com/ata/intents/intents-december-2023-january-2024
https://www.nxtbook.com/ata/intents/intents-october-november-2023
https://www.nxtbook.com/ata/intents/intents-august-september-2023
https://www.nxtbook.com/ata/intents/intents-june-july-2023
https://www.nxtbook.com/ata/intents/intents-april-may-2023
https://www.nxtbook.com/ata/intents/-intents-february-march-2023
https://www.nxtbook.com/ata/intents/intents-idea-book-2023
https://www.nxtbook.com/ata/intents/intents-december2022-january-2023
https://www.nxtbook.com/ata/intents/intents-october-november-2022
https://www.nxtbook.com/ifai/intents/intents-august-september-2022
https://www.nxtbook.com/ifai/intents/intents-june-july-2022
https://www.nxtbook.com/ifai/intents/intents-april-may-2022
https://www.nxtbook.com/ifai/intents/intents-february-march-2022
https://www.nxtbook.com/ifai/intents/intents-december-2021-january-2022
https://www.nxtbook.com/ifai/intents/intents-october-november-2021
https://www.nxtbook.com/ifai/intents/intents-august-september-2021
https://www.nxtbook.com/ifai/intents/intents-june-july-2021
https://www.nxtbook.com/ifai/intents/intents-april-may-2021
https://www.nxtbook.com/ifai/intents/intents-february-march-2021
https://www.nxtbook.com/ifai/intents/1220IT
https://www.nxtbook.com/ifai/intents/1020IT
https://www.nxtbook.com/ifai/intents/0820IT
https://www.nxtbook.com/ifai/intents/0620IT
https://www.nxtbook.com/ifai/intents/0420IT
https://www.nxtbook.com/ifai/intents/0220IT
https://www.nxtbook.com/ifai/intents/1219IT
https://www.nxtbook.com/ifai/intents/1019IT
https://www.nxtbook.com/ifai/intents/0819IT
https://www.nxtbook.com/ifai/intents/0619IT
https://www.nxtbook.com/ifai/intents/0419IT
https://www.nxtbook.com/ifai/intents/0219IT
https://www.nxtbook.com/ifai/intents/1218IT
https://www.nxtbook.com/ifai/intents/1018IT
https://www.nxtbook.com/ifai/intents/0818IT
https://www.nxtbook.com/ifai/intents/0618IT
https://www.nxtbook.com/ifai/intents/0418IT
https://www.nxtbook.com/ifai/intents/0218IT
https://www.nxtbookmedia.com