PawnMaster Blog

The Secret Sauce is Service Excellence

Every day we hear stories about vendors not helping their clients, not calling them back, and a host of other very frustrating and disappointing things, all of which are negatively impacting peoples' businesses. The Data Age/PawnMaster brand, company, and suite of products have been known for being world-class for the past thirty years. We always sit back and analyze how to improve. I recall an event held at the Ritz Carlton a few years back. I was walking to my meeting and in the hallway I saw three Ritz Carlton employees on their knees highly focused on removing a small piece of gum from the carpet. At first I said for the amount of money a room cost I would expect this but the establishment provided great value in so many areas. They don’t need to roll out three people to get a tiny piece of gum that cannot be seen removed. This is their strategy to customer service excellence and overall user experience. Let me be clear, customer support is a strategy that many miss the mark on in a big way.

Beyond the Shop: Know Your Customers

 

Business Adaptation

There are many similar traits and characteristics when comparing sports and business. I'm not a fan of Coach Belichick’s team, but I am a huge hoodie fan and follower. This is one of the best and longest interviews he has ever given and when you sit back, listen, and absorb, it just makes sense. His approach to the sport is business-like, and his strategies and tactics can be transferred into any business practice, especially around leadership; Getting the most out of your team and the ability to constantly employ situational awareness involves adapting and overcoming.

The 3 C's of Customer Satisfaction

Consistency, consistency, consistency... Let’s face it, customer satisfaction is what it is all about in business. Your customers are your business and your life. Over the years we have learned and grown in this area. In the five years I have been with Data Age we have focused all our energies to ensure the customer satisfaction levels and experience were top notch. Successful businesses have to also have an open mind, broad shoulders and willingess to hear things that are not great about their business. We have done just that and appreciate the feedback given to us. We view this feedback as an opportunity to get better. This continues today when customer satisfaction and brand loyalty is at an all-time high.

"Seek first to understand, then be understood."

This is so true in our field of work. Understanding your client’s problem is the most important step in resolving it. Helping them understand how you solved it is equality important.

Customer Profile: Steve's Trading Post

Steve Richards, Steve's Trading Post, Joplin, Missouri

Steve Richards had been using Premium Software to run his gun and pawn shop since 1990, but he found that it couldn’t keep up with his expanding business. Steve needed a software product that was able to change with the nature of the pawn business, so he turned to PawnMaster. The stability and reporting power of PawnMaster was exactly what Steve was looking for in a software product.

Customer Profile: Parlour Pawn

Bill Daigle, Parlour Pawn, Moncton, New Brunswick, Canada

Bill Daigle is the general manager of Parlour Pawn, overseeing almost 30 employees in several different departments. After initially having a difficult time finding a pawn software that could keep up with their expanding inventory, Parlour Pawn turned to PawnMaster. With PawnMaster’s bin location system, Bill and his staff are able to safely, securely, and easily manage their 15,000+ pawns.

Customer Profile: Premier Jewellery and Loans

Martin Strasser, Premier Jewellery and Loans, Kelowna, British Columbia, Canada

Martin Strasser had been using a custom-designed pawn software for years, but development costs and the amount of inventory he was dealing with led him to look for a stable platform with superior support. After researching PawnMaster and meeting with our team, Martin felt confident that he chose the best pawn software for his ever-growing business.

Customer Profile: Castle Rental & Pawn

Lincoln Nail, Castle Rental & Pawn, Northwest Arkansas

Lincoln Nail manages a multi-store operation in Northwest Arkansas. One evening, he received a call from a pair of Data Age technicians who had gotten an alert that one of the hard drives in Lincoln’s busiest store was about to fail. The technicians sprung into action and were able to pull backed-up information from Digi-Shield, getting Lincoln back on his feet as if nothing had happened.

Customer Profile: Progressive Pawn

Tom Parker, Progressive Pawn, Alma, Georgia

Tom Parker didn’t have any background in the pawn business before deciding to open his own shop in his hometown of Alma, Georgia. After a crash course in pen-to-pad pawn transactions, an acquaintance suggested that Tom should investigate PawnMaster. Tom was so impressed with PawnMaster’s capabilities and the training he received that he joins us at Data Age for training sessions every three years to polish up his skills.

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