29. Be An Expert.

 
Our customers expect us to not only offer quality products, services, and solutions, but also to be technical experts. Take the time to learn everything you can. Ask questions and do research to make yourself an expert. Be a lifelong learner and take ownership for your personal development.

Kirk's Message:

 

The dictionary defines an expert as “a person who has a comprehensive and authoritative knowledge of or skill in a particular area.” Our Famous associates are incredibly fortunate to have many experts available to us at Famous. This allows us to be a valuable resource to our customer. If we know our product and industry, contractors will be more likely to work with us. Yet, being an expert has to do with more than just knowledge. Without the ability and desire to apply knowledge expertise, knowledge itself doesn’t help all that much.

Chris Hueber and Cheryl Violet are two that I consider to be experts in their area of the business. They both have the desire to help and the knowledge to back up the desire. I have yet to have a situation where these two were unable to assist me. Even if they don’t have the specific answer to my question they are ready and willing to assist in finding the answer or solution. Whether it’s an HVAC question or a problem with an internal process these are two of the people I turn to most.

Expertise and knowledge don’t come quickly or without effort. How can each of us become more of an expert so that we can serve our internal and external customers better? The first step is a willingness to learn continually. Take advantage of any learning opportunity that presents itself. These opportunities could be anything from talking to a vendor rep visiting your branch to asking an experienced customer about a relevant topic. When I have asked a question to any of these people they have been more than willing to share what they know. Many situations can easily be turned into a learning experience. Over time these experiences will help you better assist your fellow associates and customers.

Everyone can become more of an expert in his or her role at Famous. There is always room to grow in your knowledge of your role and how it can build Famous. If you know your job, you will excel in your role and it will open up opportunities to teach others or advance. When added together this will allow Famous to grow and reach the goals that have been set for the future.

“Knowledge is of no value unless you put it into practice.” – Anton Chekhov

Kirk Thomas
Customer Service Mgr/New Kensington