Choice and Customer Service Excellence Are Hallmarks of EnerBank USA

Charlie Knadler and Dawn Cannon Presented at KBIS in Las Vegas as Voices from the Industry; Summaries Are Available at EnerBank’s Website

SALT LAKE CITY--(BUSINESS WIRE)-- Offering choices and providing excellent customer service have been hallmarks of EnerBank USA over the years, concepts that CEO Charlie Knadler and Executive Vice President of Bank Operations Dawn Cannon presented at the 2016 Kitchen & Bath Industry Show (KBIS) in Las Vegas as part of Voices from the Industry. Summaries of these presentations are available at EnerBank’s website—The Power of Choice and Customer Service as a Competitive Edge.

Knadler and Cannon were selected as two of 90 different presenters—a chance for attendees to learn from their industry peers on topics such as design and inspiration, focus on the customer, business management, and sales and marketing.

The Power of Choice

Choice gives power to all processes that interact with your customers and enables you to provide the best solution for their needs, Knadler told attendees. The first rule for using choice in business is never to assume. Offering customers the same sales presentation and options for your services enables them to make the right decision for their needs.

For services that might require financing, companies should also offer choices on payments, because they might be able to afford their dream project through an alternative payment option, Knadler said. “You’ve provided choices of your services. Doesn’t it make sense to offer choices on how they can pay for the project? If you aren’t offering choices, you are missing out on customers who would rather pay another way.”

Choice can be implemented in all areas of the company, including production, sales, innovation, marketing and customer service, Knadler said. “Developing a culture of choice creates empowered, happy customers,” he said.

Customer Service as Your Competitive Edge

Cannon related to KBIS attendees how customer service can be a competitive advantage to their businesses. According to home improvement app company Planese, customer satisfaction in the home improvement industry (the industry EnerBank serves) ranks low, similar to car sales, health care providers and government services. So excellent customer service is greatly needed in home improvement businesses, Cannon said.

Today, the power of bad customer service can be exponential, said Cannon, as the title of one book says, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.”

When a customer has a problem, EnerBank works to achieve a win-win outcome, Cannon said. The Bank creates processes and decision trees to help ensure that all customer service agents treat all customers the same and all employees get back with customers promptly.

Listening is also an important factor in customer service, Cannon said. In fact, even EnerBank executives from all departments (including accounting) visit customers at their offices, so they can hear directly from those customers the challenges and successes they have.

When dealing with customer service issues, sometimes it’s easiest to say in an empathetic tone, “What would you like me to do?” That way, customers feel they can be part of the solution, Cannon said. Most of the time, customers will request reasonable solutions that most customer service representatives can implement without supervisor approval.

KBIS is the world’s largest international trade event dedicated to the kitchen and bath industry. The show attracts key decision makers from national and international markets and targets dealers, designers, distributors, retailers, home centers and more.

About EnerBank USA—America’s home improvement lender of choice

EnerBank is a highly specialized FDIC-insured bank headquartered in Salt Lake City. It exists to help home improvement contractors grow their businesses and consumers improve their homes. EnerBank provides unsecured home improvement loans to homeowners through strategic business partners and independent home improvement contractors throughout the United States. Strategic partners include manufacturers, distributors, franchisors, and major retailers of home improvement, remodeling, and energy-saving products and services. Visit www.enerbank.com for more information.

Member FDIC

View source version on businesswire.com: http://www.businesswire.com/news/home/20160302006023/en/

SnappConner PR
Mark Fredrickson, 801-806-0161
[email protected]

Source: EnerBank USA

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