Speaker: Tyler Ramsbottom, Lead Field Service Technician
Tell us a bit about the customer (what they do, how long they’ve been with Honeywell and what we do for them)
Tyler Ramsbottom: HMS A is one of our largest medical insurance companies here in Hawaii and we've been servicing them since 2013. We serve as Fire, Security and HVAC.
What was the state of the relationship when you took over (briefly describe some of the challenges – EBI, camera recording, badge reader)?
Tyler Ramsbottom: When I arrived at HMSA in early April this year, the relationship was really not good. They were really unhappy, very frustrated. They started to lose all confidence in us. We had a lot of outstanding issues with EBI reporting, DVM camera recordings and badge reading issues and they were, they were willing to, to potentially move on to, to another provider.
How did you overcome these challenges – and what was the end result?
Tyler Ramsbottom: During the, the technical solutions, I was able to have really good communication with the customer and allowing them to really, you know, voice their opinions and how they felt and their needs and just, just listening to them was like a major thing - they felt heard. And after that, always just keeping a good solid heartbeat between them on a daily basis, a weekly basis. And if there's an issue, they call me after hours, on vacation and I think that they really appreciate that trust here in Hawaii is a major thing and I think after all that they, I've gained their trust back and, and I can see that, that they're happy again and from that they're looking to renew the contract and also commit to $1.3 million upgrades in, in HVAC, Security and Fire. So that was, that's a, that's a good thing.
What advice do you have for fellow customer-facing employees, especially Service workers?
Tyler Ramsbottom: The key to having a good relationship with the customer is the communication just picking up the phone whenever they call or returning a missed call or just replying to an email that's been sent out. Other things just like updating them on issues or upcoming projects and just really kind of going above and beyond if there is certain requests that are needed and all these like little things can add up just having that trust and the confidence that they can rely on you and other like little things would be just, you know, I'm saying that when you're gonna be on vacation that there's gonna be coverage or if there's an emergency, you know, it doesn't, don't hesitate to call me.
