PawnMaster Blog

Customer Service is Always a Safe Bet

Posted on 25 Apr 2019

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Over the years, we have done all that we can to ensure success for not just our PawnMaster users, but non-PawnMaster members of the industry as well. About seven years ago, we reformatted our focus and really brought collaboration and education to the forefront. Since making this change, we built out informational sites and resources like this blog and PawnLink.org, as well as providing industry-wide information through our social media channels.  We’re known in the our industry as the first vendor to solve real problems with substance rather than promoting fluff. That’s why we recently entered into a  partnership with Podium, a collaboration which will bring another level of education and service to the industry as a whole, while addressing some real issues that affect businesses of any size. Working with new people, companies and technology is one part of what we do but we also stay very close to our own community within our industry.

During a recent visit to Salt Lake City, Utah I had the chance to meet up with a long-time PawnMaster client who has been cardsvery successful for many years now. Mike Katsanevas of Crown Jewelers and Pawn is one of the most successful brokers in our industry, and although you can attribute many things to his continued success, the number one focus for him and his team is customer service.  In his training room hangs an unassuming piece of memorabilia behind a frame; a collection of one dollar chips and card backs from every casino in Las Vegas. He uses this piece, with staggering success, to train his team on customer service. How does he do this? He starts with a simple question – If all of the chips are worth the same amount, all of the cards are from the same game, and the rules are identical across the board, what makes the Bellagio stand out against every other casino in Las Vegas? The answer is world-class customer service.

Shortly after Mike showed me this piece, I watched him cheerfully exit his office to meet an elderly woman in the middle of his sales floor, greeting her in their native Greek language before assisting her with the return of a product she purchased earlier. The transaction was smooth, friendly, and everyone parted ways happier than they began. We applaud each and every business owner who focuses on their clients first and foremost. In our personal experience here at PawnMaster, this is the right way to conduct business. We will continue to deliver great products to our user base, but will never waiver from our focused approach to customer service.

Len Summa

Written by Len Summa

Len Summa joined Data Age Business Systems, Inc. in 2012 and currently serves as Chief Executive Officer (CEO). Before becoming Data Age Business Systems’ CEO, Mr. Summa was Chief Operations Officer (COO) for four years. He has 26 years of experience in executive software solution sales and operational management for both early stage and well-established firms. Prior to his Data Age service, Mr. Summa was the General Manager of global sales and operations at Persystent Software, an industry-leading enterprise recovery software. Mr. Summa has also served as the Director of North American SMB sales and operations at Learn.com, the preeminent software firm in the learning management space. Mr. Summa has a vast business and entrepreneurial background and was the co-founder of Lou Ferrigno/Fitness Showrooms, a highly successful retail and wholesale chain located throughout the Northeastern United States.

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