On our most recent From the Tap podcast, we spoke with Linda Alvino, the showroom and marketing manager at Ulrich, Inc, a design firm in New Jersey that specializes in kitchens and baths. Linda also holds the title of Consumer Care Consultant – which was the focus of our conversation.
After learning how Alvino found her way to Ulrich – originally, she was a client herself, in the market for some new WoodMode kitchen cabinets for her home – we discussed how the concept of a Customer Care Consultant was developed. The firm discovered that many of their clients weren’t using their new appliances to their fullest; lacking the time to read the operating manuals, they were often missing out on some of the special features of the ranges and refrigerators.
It was determined that providing customized, in-person instruction for its customers would not just be a logical extension of Ulrich’s service-minded philosophy, but it would also differentiate the firm from the competition.
Customer Care 2.0
The discussion continues with Alvino describing what transpires during one of her “house calls.” She reviews the proper cleaning methods for surfaces, especially ones – like wood – that require special care. Armed with some intel from the designers, she zeros in on some of the homeowners’ interests, walking them through various cooking and cooling modes in a hands-on demonstration. “These aren’t your grandmother’s ranges,” she laughs, confident in her ability to explain the nuances of induction cooking, air fry, cameras in app-controlled appliances and other recent technological advances.
Finally, she outlines the impact of providing such personalized service on the bottom line of the firm, pointing out that the firm does a lot of direct sales to its clients, and that their customer care services allows them to offer competitive pricing on appliances.
For more insights on how to achieve exceptional levels of customer care, listen to the podcast on Spotify, Apple Podcasts, Pandora and other outlets.
