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I take care of our front line, by eliminating back-end frustration.
30 years ago I learned an important lesson about customer service working as a car detailer at my uncle’s dealership. The work you do behind the scenes needs to focus on one thing – doing the unexpected to ‘wow’ a teammate or customer.
Since then I’ve gone from a wash bay, to working behind a desk – but the attention to detail that’s required – is as important as ever.
I get a little pumped when things aren’t working perfectly.
I don’t just want to fix stuff – I also need to help people. That’s why working at Draught Pro is the perfect fit. I get to apply my electrical, plumbing and construction skills on projects – and then witness the smiles as the first tap starts to flow.
That feeling is hard to put into words, but it leaves a smile on my face every time.
[email protected]Every detail matters.
My earliest memories involve taking things apart and putting them back together. I think that’s where I learned that paying attention to the little things is the difference between success and failure.
That’s what I love about my work at Draught Pro, they believe what I believe. There’s only one way to do a job – right the first time.
[email protected]I don’t like to mince words.
In my world success is measured by two things – KPIs and bottom line growth. The fact I hold a Bachelor of Business Administration in Finance, that I’m a CPA, CGA – or have worked years in the private sector, and as a senior accountant with BDO is only half of the equation in my opinion.
The other half is pretty simple, I’m only fueled by growth that’s built on world-class strategy and best practices.
[email protected]Beer was everywhere. I was drenched.
Even when something goes wrong the most important thing for me is doing what it takes to put a smile on people’s faces. When I got to the campus bar to respond to the call it was absolute chaos – so I did what I always do stay calm, get in there, figure it out, and handle the problem.
If there’s one thing I’ve learned at Draught Pro it’s that there’s nothing that can’t be fixed. The key is jumping in and getting to work.
[email protected]I took apart almost every appliance my mom ever owned, and in a unique way it helped me appreciate how business engines need to work.
Sure we design and install custom draught beer systems, and work with pit-crew precision to keep them flowing – but that’s not why we exist as a business.
Under the hood we exist as a service company for one reason, “to accelerate bottom line growth” for customers. For me, it’s the one outcome that truly defines ‘remarkable service’.
[email protected]The work we do here never gets old.
Over the years I’ve done my share of installs and I can honestly say I’ve loved almost all of them equally. Some systems were trickier than others, more than a few blew me away with their scope and vision, while many were just plain challenging.
What rocks my world?
It’s been almost ten years working at Draught Pro, and I’m still learning.
[email protected]There are no words to describe the feeling.
The new found pride an owner experiences after a Draught Pro Certified install never gets old. We push each other as teammates, and we are always looking for ways to raise the bar in our industry when it comes to customer service. We think proactively to anticipate problems before they happen, and clients appreciate us for it.
We don’t punch a clock at Draught Pro – we do whatever it takes.
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