TFL “Key Player” of the Month – March

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The Flying Locksmtihs home office is the hub of which all things TFL flow. Calls are being made, customers are being serviced, and problems are being solved. We are tiny TFL soldiers making it happen and we have our general to thank for her continuous guidance, strategic planning, and overall positive attitude. Always a smile on her face and the patience of a saint, she keeps all us firecrackers in line. When I asked Brett McMenimon his thoughts on our TFL Key player of the month his thoughts cemented what we already knew, Kristin is the best.

“Kristin has set the standards for how our team in Client Services interacts with customers. Before Kristin, our phones were always answered by locksmiths, like myself, who were experienced on the technical side and less on the customer service side. Kristin proved to all of us, that it’s not about what you know. It’s about how you treat that person on the other side of the phone. That was a game-changer for us. Kristin made it abundantly clear, that the locksmiths should take care of the work and Client Service Associates should take care of the customers.

It was a changing of the guard.

She is dedicated to customer service and always remains calm and collected, in what can be a very demanding and stressful job. In no uncertain terms, we would not be the company we are today without her influence. She is an asset to our team, sets the standard for customer service and an all-around great person.”

 

You are the heart of the call center; how do you stay so calm during the chaos?

I love the chaos! When I started here it was just me answering the phones so I had to get used to it quick. I remember on my first day I sat down and Brett said “Ok, answer the phones.” So, I had to learn fast and even though it was only Boston it was super busy. I also got to grow with the company from the start of their franchising, so it was a very different experience for me than it was for the rest of the call center.

Secret Hidden talent

I can figure skate well. It was something I did for many, many years.

If you had to re-watch a show over and over which one would it be?

The Simpsons and Seinfeld, and I do, frequently.

Your idea of a perfect Saturday

Doing absolutely NOTHING. I need to unwind on my weekends so I love just hanging home with my family. Or spending the day at the beach relaxing in the summertime.

You have an upcoming vacation, where are you going and how excited are you?

I’m taking a cruise to Bermuda in May, and I am beyond excited! I need my week off every year to keep sane lol.

Would you be able to survive a week without a cell phone?

Absolutely not. I’m a mom, and my daughter is constantly calling and texting me. I also use it to work from home frequently. It’s attached to me always!

 Favorite concert and concert you hope to attend soon

Favorite concert I’ve seen is a toss-up between Bruce Springsteen and Neil Young, and I don’t know what’s coming to Boston yet this summer but I love a good outdoor show!

What’s the best way to motivate people you would say, around here it seems like its food?

Definitely food, and of course money!

Best customer service experience

I love hearing compliments from customers about my team members. That’s the favorite part of my job, when a customer calls in just to tell me that the person they spoke with was so helpful and kind. It makes me feel like I am doing my job right, and makes me proud of my team.

 

One response to “TFL “Key Player” of the Month – March

  1. Bob, great taste in music, Neil is the man. I was thinking that next years holiday event could be a skating party on the commons. Nothing like a triple lutz to start off a party. Great job managing your team in the sales center Bob!!!!

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