Examples of excellence can be found in many places throughout the security industry. The companies that strive for it should be commended for their efforts that offer the end result of a great customer experience.
This issue of SDM focuses on the topics of Residential Systems and Monitoring, and a common theme that shines through is striving for excellence in order to deliver a matchless customer experience.
In the cover story, “Success in the Residential Market,” beginning on page 54, we found that excellence takes many forms among successful dealers. For Maggie George and iWired, it involves the quality of work you perform as well as having empathy for your customers and their concerns. “I like to believe we listen well and execute accordingly. In the end it is all about our people. They consistently do their best to deliver a stellar customer experience,” George remarked. The article goes on to describe how having great customer service isn’t the same as providing a great customer experience — a concept that involves every single interaction a customer has with your company. Dealers share how it’s done and the keys that open the door to providing such an experience.