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Real People. REL People
Why we Hire Smart People to Help Smart Customers
“Oh, dear God, thank you for picking up the phone!” I heard my wife exclaim. For the previous eighteen minutes, she habeen battling with the phone tree at one of our country’s largest banks, trying to sort out the monthly finances of her mother, who had been in the hospital overthe past three months. The palpable relief she felt – after yelling “Agent!” at least half a dozen times before her happy exclamation – must be similar to the relief our customers experience every time they call into our offices here in Berkeley, or in the UK.
One of the most frustrating experiences large companies have inflicted on society (you know us, the people who pay their bills, and buy their products or services) is the way they have distanced themselves from customers through various dehumanizing methods. The irony is that these methods are supposed to facilitate the very thing that earns them their paychecks: service.
At REL, we believe in reversing that trend. We know that our customers invest in high-end audio equipment not just for the sake of owning it, but to enhance their lives with incredible sound. That’s why our commitment to customer service is as much about the long-term relationship as it is about solving immediate problems. We also know that for many of our customers, it’s a journey to build your system over time and explore different ways of improving and tweaking your system. We are here to support that journey.
One of my first bosses taught me the importance of delivering the whole package, ensuring we never deliver shoddy goods. That the job’s not done until we make sure any customer who reaches out has their questions answered completely, promptly, and with courtesy and knowledge. “John”, he’d say, “the job’s not done till the client is truly satisfied. That means answering ALL their questions till there are no more left to ask.” it’s a lesson that has guided me for the past forty-something years.
My partner Alex feels the same way, which is why when he organized our staff and systems into ways to make our customers truly satisfied, he started with their title: Customer Success Staff. He hired people who play in bands; guitar players, keyboard players, and people who have a deep love of music and a passion for our industry. These are individuals who not only understand the nuances of high-end audio but have spent years honing their expertise in the field. They take joy in helping others experience that same passion and take pride in guiding customers to find the perfect subwoofer for their specific needs and preferences.
Sounds like one of those modern happy-talk corporate gimmicks, but the man means it. In our offices, and in the field, we don’t count ourselves successful until folks are giddy with both our products and the service they’ve received. Customers who call in or email with technical, product, or the rare repair questions are directed to Jacob, Rachel, Ben, or Dermot- real people with tons of experience who enjoy helping customers. Whether it’s troubleshooting a complex setup or assisting them in selecting the ideal subwoofer, they’re here to help.
Our customer support team is not just well-versed in the technical aspects of our products: they also understand our customers’ needs. Each interaction is an opportunity to provide value, whether it’s troubleshooting a complex setup or simply sharing advice on how to get the most out of a REL subwoofer and your system overall. Our team loves hearing about our customers’ systems and guiding them to choose the right REL product and get the most out of it after purchase.
If a question is deeply technical or a truly thorny issue that (rarely) exceeds their vast knowledge base, you may be referred to our National Sales Manager or one of our incredibly knowledgeable Regional Sales Managers. Please don’t think you’re being handed off on some sales hack whose only job is upsell you. Among our field staff- and I include myself because I still help from time to time-we bring over 230 years of experience in high-end audio. The answers to most issues, especially those we have never encountered before, are often found in people’s homes or in our wonderful dealer’s showrooms. That’s why I spend time in the field. I do so to learn, and it seems to work for me. Stay curious, as I always say.
This hands-on approach ensures that we’re not just offering textbook solutions but practical advice that’s been tested and proven in real-world situations. Whether you’re configuring your system for the first time, optimizing it as your needs evolve, or ensuring that everything runs smoothly for years to come, we’re here to help
At REL, Customer Success isn’t some new-age buzzword. It’s not a fancy title dreamed up in a boardroom; it’s a commitment that permeates everything we do. It’s gaining one happy customer after another by answering questions until they have no more to ask. If you call us or email us and afterwards say, “Oh, thank goodness for picking up the phone, I’m so glad I got a real person who enjoys their job and is knowledgable,” that’s exactly what we are here for, and it’s what we believe in.
This commitment is one of the reasons we have so many repeat customers. When you need to have a question answered, you deserve to have someone working for us that is deeply knowledgeable, patient, and genuinely cares. Whether it’s your first purchase or your fifth, we’re committed to making sure every experience you have with REL is a positive one. My old boss would be proud.
Warmly,
J
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