aloa.org May 2024 Keynotes 31 customers. That’s why it’s crucial to pri- oritize relationship-building regarding customer service. Remember, delighted customers are the key to our depart- ment’s success. When dealing with people in aca- demia, we need to be respectful. We refer to professors and deans as Doctor __ (fill in the blank). “Doctor Jones, is this the door you are having trouble with?” I will call them “Doctor” until they say, “You can address me as Tom/Bob/Sam.” Small details like this start your relation- ship off on the right foot. Unfortunately, folks in academia do not always treat trade workers with much respect. We are guilty until proven innocent. It’s funny how your stock goes up when you open the test closet door. They are locked out only minutes before meet- ing with 200 students during mid-terms or finals. The Ability to Listen The worst thing is for customers to feel you do not care about their issues. We all have experienced this. The tech is looking at his watch thinking, “I need to get out of here and get to the next one.” This noncaring reinforces the guilty until proven innocent I just spoke about. This reaffirms their belief about trade workers. Prove them wrong and show how much you care by actively listening to their issue, no matter what it is. Effec- tive customer service starts with actively listening to your customers. By listening to their concerns, needs and feedback, you’re better equipped to provide excep- tional service. Your customer will write positive things about your department! This helps everyone they encounter from Facilities Maintenance. Be an Ambassador! Excellent customer service is more than just a “nice to have;” it’s an essential part of your department’s branding. Every customer interaction is an opportunity to build trust, loyalty and a positive rep- utation. By prioritizing customer service, you are showing your customers that you care about their needs and setting yourself apart from the stereotype. Make sure every touchpoint in your customer’s journey is positive, and watch as your department’s brand becomes synonymous with exceptional service. The Do it Right the First Time The old, worn-out adage of being good enough for government work should be buried. We need to work with intentionality. Customer service should be inten- tional. It emphasizes the importance of delivering high-quality customer service with a clear purpose and objective. It suggests that customer service should not be left to chance or handled casually but instead approached deliberately and intentionally. This means cleaning up after yourself. The biggest complaints I’ve had are how my guys left a mess in someone’s office. To help facilitate this, a small shop vac and drop cloths should be put in the service vehicles. Positive Attitude Goes a Long Way Your attitude can make or break a customer service experience. It’s not just about being polite and helpful; it’s about having a positive and enthusiastic demeanor. Your attitude can turn an average interaction into an exceptional one that leaves a lasting impression on the customer. Whether things go well or badly, we need to take ownership. People make mistakes. We, as humans, are flawed creatures. Be humble and admit when you messed up. You will be more respected for it. Blame-shifting is not respectable. On the flip side, when someone pays you and your department a compli- ment, say, “Thank You.” Be gracious ,and give credit to your co-workers, boss and team. Finally, remember why you are doing what you do. I love the old story about the man sweeping the floor at the auto plant. A visiting stockholder asked him what he was doing. The man sweeping the floor said, “I am helping to make cars.” That should be our attitude. I am assisting the students, faculty and staff to be successful in their pursuits. What I do keeps them safe and helps keep the environment they work and play in secure. This is an extraordinary calling. Remember, the customer is king. The success of any institutional key shop is directly proportional to its ability to put the needs of its customers first. Hence, it is essential to acknowledge that the customer is the king, and their satis- faction should be the goal and purpose that drives our ambitions. Steve Fryman, CRL, CAI, CISM, AFDI, is a second-generation locksmith with over 45 years of experience. He has been a business owner for 20 years and is currently working at Florida State University as a key compliance manager. Steve is a subject matter expert in institutional shop management. The old, worn-out adage of being good enough for government work should be buried. We need to work with intentionality.
