posted by AM_admin
Building great relationships with colleagues and clients alike ….
Making sure that our clients are happy and receiving an outstanding customer experience, building great relationships with clients and staff on site, and caring for and developing our staff are all hugely important to AM Services Group. Here, we speak to some of our key account managers so you can hear more about how they help us achieve this…
Will Burns
Following on from a military career, Will has spent 20 years in different aspects of the security industry and ‘has never looked back really’. I enjoy being an account manager; no two days are the same and I work with a great group of people.
How do you create a great customer experience?
That’s easy…… you need three things:
Passion – Believe in the product or service and it will sell itself, deliver on what you promised and always be honest. Integrity forms the basis for a strong partnership.
Respect – Our people are what keeps us in business and we need to listen to them: they are often closer to any issues and day-to-day challenges.
Relationships – Good relationships can make or break contracts, look after your people and customers and they will inevitably look after you. Ensure you understand the needs of both, their expectation and how this can be delivered.
How do you go about motivating people?
Always smile… I know that’s a big ask some days as we are all faced with challenges. Make people feel appreciated – a ‘thank you’ goes a long way. Get to know your colleagues and listen to their concerns, try to influence change whenever possible.
I’ve spent many a lonely shift myself with little or no contact from anyone so since I became a supervisor and then manager I try to make sure that I see everyone at least once a month. They all have my contact details and sometimes phone me just for a chat.
In one word, what’s the single best thing about working in operations?
Team.
Sam Golding
How do you create a great customer experience?
It’s vital to always deliver on promises, never let people down, and ensure the right support is there exactly when it’s needed.
How do you go about motivating people?
Again, it’s all about making sure you’re giving support to your colleagues … and make sure you give praise where praise is due. Praise staff for all of their positive actions, no matter how small this may seem. This all makes a significant contribution to the ‘bigger picture’.
In one word, what’s the single best thing about working in operations?
Engaging.
Sam recently came to AM Services Group with a background in security and private security. After a couple of months in a previous company, they gave Sam an opportunity to cover maternity leave for a service delivery manager and has held a managerial position ever since.
Chris Hudson
How do you create a great customer experience?
You need to understand who your customers are and their needs. It is often going above and beyond that, and the little details, that the customer notices and this can play a big part in the overall customer experience.
How do you go about motivating people?
Understand their strengths and weaknesses, and be honest, respectful and supportive to all your colleagues.
In one word, what’s the single best thing about working in operations?
Varied.
Chris spent the best 10 years in the army serving on operational in Kosovo, Iraq and Afghanistan, and ‘moving into security was the most natural move into civilian life’. From mobile response officer, he was quickly promoted to branch supervisor and operational team leader, managing high profile events such as the Tour de Yorkshire. To progress his career he moved to The Ridings Shopping centre as Security Manager where he began working with AM Services Group when they won the contract, moving up to key account manager with the company at the start of this year.