Top level customer service sets companies apart


By Gary Shelton
Wesco Insurance

I have noticed a couple of things lately that have caused me great concern. One is that a lot of people drive around after dusk without headlights on.

It’s crazy. Pay attention for the next week or so, and you’ll see what I’m talking about. This is extremely dangerous and has absolutely nothing to do with this article, but it does bother me.

The second thing that I have been ultra-sensitive to recently is customer service. I had a fantastic experience from Buddy over at Ace Hardware. Dawn at Urban Oak was kind and helpful. The entire staff at Lokal always bring their A game. Do you notice the common thread? These are all locally owned small businesses. I say our new motto should be “Living Local.” Small business owners understand the importance of quality customer service.

Unfortunately, I have been other places around the metro area recently where people don’t seem interested in assisting or satisfying the customer. It’s obvious that they have put no effort into educating themselves and getting better at their job. Thanks for pointing to the general area of the store where you think what I need might be.

I about went postal (there’s a term you don’t hear much anymore) on a car salesman who was very condescending. I’ve yet to sell something to someone that I just insulted. I worked for TG&Y in high school. I was responsible for the hardware/sporting goods department, and honestly, I knew every item in both departments. I found it rewarding to provide people guidance in their purchasing decisions. I have tried to provide excellent customer service in every position that I have held since.

At Wesco, we are committed to providing customer service at a level that sets us apart. As we celebrate our 60th anniversary this year, this commitment has proven to be beneficial.

We do this through our interactions with our customers, as well as through continuing education.

We still have a live person that answers our phone (by the third ring). Obviously, we strive to be kind and courteous. People don’t always like the answer, but the truth can always be delivered with professionalism and kindness.

Continuing education is vital to the level of service that we achieve to provide. Through continuing education in our industry, we stay abreast of changes and become increasingly more knowledgeable about the insurance business. Trust me, change is constant and there is a lot to learn if you want to excel in this industry.

Trent Scrivner, our newest producer in the agency, just completed a 35-week long training course and obtained his Accredited Adviser in Insurance (AAI) industry designation. Our office contains Certified Insurance Counselors (CIC), Certified Insurance Service Representatives (CISR), CISR Elite, Life Underwriter Training Council Fellow (LUTCF) and now an Accredited Adviser in Insurance (AAI).

We go through all this training so that when we die, our obituaries will list our names with a bunch of letters after it and people who didn’t know us will think we were important. Just kidding.

We do this to continually increase our knowledge of our industry so that we can not only smile while were talking to you about insurance, but so that we also will know what we’re talking about. This allows us to guide you in your insurance purchasing decisions.

If you would like to see what old-fashioned quality customer service looks like, combined with a group of people who are very experienced at what they do, give Wesco a call. If you ever contact Wesco and receive anything but quality customer service, call me, Mike or David. The service that we provide to our customers is our most valuable asset and the entire Wesco team is committed to assisting in any way we can.

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