Customer Service Starts With Honesty

As part of our continuing series around “tell me exactly what you do” at Destination Motivation, we sat down this week to talk with Amber Geathers-Jones, our Customer Experience Expert.  And when we talk about the experience we provide customers, we’re really talking about YOUR customers – the direct impact we provide to homeowners who do business with our clients.

“I reach out to every customer who receives a Vacation Voucher,” Amber explained. “I make sure that they know EXACTLY what the Voucher entails and answer any questions they have. I also make sure that our clients know how grateful their customers are to have received the voucher and how much they appreciate the generosity.”

By talking to both our clients and their customers, Amber provides an essential link between the buyer and the end-user. This helps make sure that the homeowner receives the best experience possible, which reflects positively on the home improvement or home services company who awarded the voucher – which results in a better online reviews, more referrals and the opportunity to win repeat business.

“One thing I always encounter is that customers are impressed if a company continues to update them, so that’s what I do,” she said. “It always stands out and makes the customer feel like we care.”

Listening is also a key aspect of Amber’s job.  Sometimes not listening closely misses an important detail, she explained. “If we just listen closely, we can often fix a problem before the customer even KNOWS it’s a problem!”

It’s this type of attention to detail that makes Amber invaluable to the team at Destination Motivation, to our clients and to their customers. In many ways, she’s the glue that makes the whole experience come together.  And if there’s one tip she can pass along to all of us, is stick to what you know and don’t overpromise.

“Be honest! Don’t try to oversell the value of the voucher during a sales pitch, because it’s going to come out later. If you promise something that’s not true, the reputation of the company will suffer.” And besides, she’s learned from her experience speaking to hundreds of voucher recipients that there is already so much value in the vacation vouchers that homeowners are going to be happy with the experience they are going to get without any embellishment required.

Thanks Amber for helping Destination Motivation provide great experience both to our customers and to theirs!