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Looking after our customers the way we would
like to be looked after ourselves! That's the
objective. We realised, right from the early days
of Naim, that a customer remains a customer
long after leaving the shop. This is why
we've always made sure customers in
need of advice on system selection
and set-up, upgrades and service
options receive the knowledgeable,
experienced and enthusiastic
response that they deserve -
irrespective of the level or age of the
equipment being discussed.
Exceeding expectations is
not just an easy cliché, it
has become a way of life.
Customer Relations Manager and first
point of contact for voice, postal or
email enquiries, is Adam Meredith. Adam
has had a long career in the hi-fi sector -
retailing in Dublin, Chicago and the UK,
and later journalism in the UK. The
customer-facing position at Naim might
well have been designed for him and he
sees the role to be as much about
enabling customers in their quest for
good sound as it is the simple provision of
information. Here’s Adam’s take on it....
point of contact for voice, postal or
email enquiries, is Adam Meredith. Adam
has had a long career in the hi-fi sector -
retailing in Dublin, Chicago and the UK,
and later journalism in the UK. The
customer-facing position at Naim might
well have been designed for him and he
sees the role to be as much about
enabling customers in their quest for
good sound as it is the simple provision of
information. Here’s Adam’s take on it....
“Giving definite answers to apparently
simple upgrade enquiries is more
complex than it seems. Thirty years of
products with countless permutations
requires a full understanding of the
customer’s needs and plans. In retail I
was pretty lousy at selling but rather
better at helping people towards a
system that would suit them. I hate
wasted effort and my first question is
often to ask if a customer expects to be
developing a system further or if their
query is about a one-off purchase.
simple upgrade enquiries is more
complex than it seems. Thirty years of
products with countless permutations
requires a full understanding of the
customer’s needs and plans. In retail I
was pretty lousy at selling but rather
better at helping people towards a
system that would suit them. I hate
wasted effort and my first question is
often to ask if a customer expects to be
developing a system further or if their
query is about a one-off purchase.
“I definitely don’t speak from a script. I’ll
give you the benefit of our experience
give you the benefit of our experience
but always emphasise that the ultimate
criterion is your opinion - informed by
audition. If I find anything about the job
dispiriting, it is the people who expect a
collection of “compatible” Naim units
from eBay to align into a satisfying system
without the guidance that a good retailer
can offer. What I can do is as nothing
compared to the assistance a
knowledgeable person on the spot will be
able to achieve.”
criterion is your opinion - informed by
audition. If I find anything about the job
dispiriting, it is the people who expect a
collection of “compatible” Naim units
from eBay to align into a satisfying system
without the guidance that a good retailer
can offer. What I can do is as nothing
compared to the assistance a
knowledgeable person on the spot will be
able to achieve.”
Naim’s world-renowned Service
Department, still very much capable of
servicing, repairing or updating almost all
Naim products of any vintage, is now
further integrated under the aegis of
Customer Relations. Adam continues....
Department, still very much capable of
servicing, repairing or updating almost all
Naim products of any vintage, is now
further integrated under the aegis of
Customer Relations. Adam continues....
“It has become more and more
necessary for our two departments to act
as one and the simple act of moving
Service Administration to a desk just next
to mine has meant far better
understanding between us and quicker
decision making. In the past, customers
sometimes found themselves dealing with
two departments at the same time as
they extended an update or service call
necessary for our two departments to act
as one and the simple act of moving
Service Administration to a desk just next
to mine has meant far better
understanding between us and quicker
decision making. In the past, customers
sometimes found themselves dealing with
two departments at the same time as
they extended an update or service call
to discuss a technical issue or system
upgrade. Now we have just one conduit
for pretty much any question a customer
might have of us.”
upgrade. Now we have just one conduit
for pretty much any question a customer
might have of us.”
Beverley Haysom heads the Service
Department, overseeing the day-to-day
engineering work, while the public face
of the Service Department continues to
be Sheila Jones. Sheila is one of our
longest serving employees and her
knowledge of Naim products from the
last twenty-five years borders on the
uncanny.
Department, overseeing the day-to-day
engineering work, while the public face
of the Service Department continues to
be Sheila Jones. Sheila is one of our
longest serving employees and her
knowledge of Naim products from the
last twenty-five years borders on the
uncanny.
Finally, with the introduction of highly
sophisticated AV and custom install
products to the range, it became obvious
that a specialist was needed at the end
of the phone. Paul Preston brings to the
role in-depth knowledge of audio-visual
technology gained from years working in
the commercial AV sector. “I was finding
myself increasingly dependent on Paul’s
AV knowledge and this has been
invaluable in problem solving. Bringing
him into the Customer Relations team
was an obvious good move.” says Adam,
as ever, getting the last Word.
sophisticated AV and custom install
products to the range, it became obvious
that a specialist was needed at the end
of the phone. Paul Preston brings to the
role in-depth knowledge of audio-visual
technology gained from years working in
the commercial AV sector. “I was finding
myself increasingly dependent on Paul’s
AV knowledge and this has been
invaluable in problem solving. Bringing
him into the Customer Relations team
was an obvious good move.” says Adam,
as ever, getting the last Word.
Putting
WOW
into
Customer Services
SIXTEEN
•
news summer 2006
naim news summer 16pg 13/6/70 12:36 AM Page 16