Name: Len Coleman
Title: Relocation Specialist / Regional Account Executive
Hire Date/Years of Experience: 10 years
How do you define an ideal customer experience?
An ideal customer experience is one where a set of interactions consistently exceeds the needs and expectations of the client. The outcome of delivering a GREAT customer experience will hopefully turn many clients into advocates of our business. The perfect client experience is one that results in a client becoming and advocate for our company, resulting in referrals, retention and growth.
What do you do every day to ensure an awesome customer experience?
I handle every client with the same care, consideration, patience and understanding that the moving process can be very stressful. I have educated myself to assist the client with the ENTIRE process to help ensure a less stressful experience. I listen to my clients and tailor their specific move to their needs. I help them with other aspects of the move process such as (junk removal, contractors and other various vendors to help them through selling and moving) I ALWAYS have open lines of communication and get back to my clients via phone, text or email in a timely manner.
What do you like most about your occupation?
I also am a professional Fire Fighter for the past 18 years and I chose that profession because I like to help people in times of need. Moving is considered by many studies to be in the top 10 for life’s most stressful events. Within the top 10 include: death, separation or divorce, starting a new job, workplace stressors, financial difficulties, chronic illness, retirement and transitioning to adulthood. I have moved clients that touch every single one of these top 10 events. You must be willing to help your client through the move process and be sensitive that it is not an easy thing to do.
What is your proudest professional achievement to date?
My proudest professional achievement to date is helping grow the Murphy reputation to be awarded the President’s award from Mayflower as top in the country for customer quality. We treat our clients like family.
Why should a customer choose Murphy?
A customer should choose Len Coleman and Murphy Movers because we care. You are more than a move, a job….. You are treated like family and our ENTIRE team helps make a stressful experience easier. We know you are trusting us with your worldly possessions and we take that very seriously.