MORE Growing Pains
October 7, 2019
My name is Brandie Lazaro, and I am the Customer Care Manager here at Wholetones. Michael has allowed me to “take over” the Tuesday Musing this week so I can share some important information with you… what a wonderful opportunity!
Those of you who have been customers for at least a couple of years may remember the growing pains that we experienced branching out into our own independent Wholetones Inc., allowing us to continue to grow and improve. Along with this growth came lots of change, learning, set backs, leaps forward and coming together as a company to continue on in the direction Michael had envisioned.
I was lucky enough to be a part of these new changes and was welcomed on board in the early stages with the intention of bringing our Customer Service in house. In doing so, my job is to see to it that we transition from a Customer Service Department to a Customer Care Department.
For the last several years, our customer service has been handled by an outsourced agency that we hired to ensure an agent was available nearly any time of day to handle customer issues.
But now the time has come to bring our Customer Care program in house, where we can work closely together as a cohesive internal team, helping us to improve the quality of service. This allows us to find the best solution for each individual issue and gives us the opportunity to care for, pray for, and genuinely get to know our customers.
With this amazing opportunity, come some necessary changes. What does this mean for you?
Our available hours have changed. We are now available Mon – Fri 9 AM – 5 PM EST and Sat from 9 AM – 1 PM EST. We are going to rely heavily on our voicemail and will need your help to give us the most information that you can so that when we are able to connect, we can help you as quickly and as efficiently as possible.
Email is the best way to reach us. Our team sets aside time throughout the day to respond to your emails. I personally handle many of them and email allows us to keep track of vital information that helps us find the best solution that works for you.
Communication with Michael. Those of you that write in with your experiences and thanks, guess what? Michael reads those! I am able to forward those along and he reads them! And we get to share, as a company, in the joy he gets from your kind words.
Patience. We are learning. Handling everything on our own is new to us and any patience and understanding that you can give to us would be greatly appreciated. We know there may be some growing pains, but we hope you’ll be patient with us! Each new question, each new issue, allows us the opportunity to be better for the next time we are faced with the challenge. We know it can be frustrating when getting in touch with us takes longer, or when we may need to call you back after we research a bit more. But we promise we are doing our very best to represent Wholetones and we do not take for granted that opportunity that we have to make a difference.
Thank you for taking the time to read this. Thank you for the opportunity to work with each and every one of you. And thank you for hanging on with us while we continue to strive towards making your Customer Care experience a personal and pleasant one!
Customer Care Manager
P.S. Do you think you would make a good addition to our team? Please send your resume to [email protected]. I would love to add some Wholetonians to our Customer Care Team!