008 Good Customer Service with The Shacklefords

Braedon:   So, Daniel with your background and customer service what can you say what company that was you were working with or what's what industry and what did you learn there that you've been able to apply to your business you might not have. Daniel:   Sure, I studied finance in college and then I did a few a few jobs right out of school before landing at, my last company was called E-vestment. It was a software company but we worked with in the investment industry and I started in the client service world. So, my job was to, me and my teammates were to essentially be the front line of defense for any of our clients or vendors that were calling our company and you know had problems or whatever they needed help with, we were that first line of defense. So, we learned a lot of tactics on, you know how to quickly identify problems and get out ahead of them and of course keeping the mood light if someone was upset just being able to really carry them through whatever their issue was, all the way to the finish and making sure that they left with a better feeling towards our company than when they were coming in. And it was a really fun environment, it was a very young team, we all got along really well and our bosses were very hands-on in a good way and so I learned a lot in that that space and I've transitioned from that role to a more of a product management role. So, then my communication became less reactive, at that company and more proactive. So, I was doing more reaching out on my end talking to customers who are using our product and just identifying, you know how they were using it, why they were using it and then even if they weren't having problems identifying where problems could end up showing themselves down the road and things like that. So, I'm also very outgoing, I think in my just my personality and so I enjoyed being able to constantly interact with people and then I also got a lot a lot of interaction with our sales team. So, there's a lot of relationship building and things like that. So I think that aspect of it just transfer directly right over this you know when a bride and her groom, when they're signing up and becoming clients of ours, you know you beginning a very long relationship in a lot of cases, you know a year I guess on average you could say eight months and through that time there's a lot of touch points along the way and so why can't I said we like to be very proactive with our clients and so you like to identify things ahead of time and get out of a head of those and just make sure that their experiences is just flawless you know they don't, they don't ever have to think about what's happening on our end, you know we're carrying them through that and everything that I learned in that role I think just transferred very well right over to what we're doing now. Braedon:   Yeah that's great. Anna:   We very much have different strengths and it plays very well in our business. Daniel is very, he's incredible with people and so outgoing and great with Excel sheets and all that fun stuff that creatives don't necessarily well quite as much so I'm really grateful to have them as a teammate. Braedon:   Those traits don't usually go together. The spreadsheets plus extroverted. That's amazing that you have both those. Daniel:   Yeah it is fun. It’s fun being there together especially even so I did an engagement session when previously it would just be Anna and you know the bride and groom. Now we're there when we're moving from location or in between shots or something and there's that moment of conversation that kind of has the opportunity to unfold. Now that we're both there, Anna, I kind of can free it up to be a little more creative in thinking about what we're gonna do next. We've already done planning but she can do a little bit more thinking internally and I can be interacting with the bride and groom and you know just keeping the conversation fun and nice and easy going and so they're just contin --- Send in a voice message: https://anchor.fm/thephotoreport/message