From the point of sale to a simple billing question we have the chance to show our customers they are valued. Seizing this opportunity is key to customer loyalty. We provide the best products and back them up with the best services.
Orem, Utah (PRWEB) August 22, 2012
NorthStar Alarm Services, a nationwide home security provider, achieved an important milestone this month when its 20,000th customer, the Wagner family, had a NorthStar Alarm system installed in their home in McCordsville, Indiana.
To share the excitement of this milestone for the company, NorthStar arrived at the customer’s home with a gift, including free monitoring and lifetime service, and they also provided the opportunity for current customers to receive free monitoring with an “August Customer Appreciation” giveaway on Facebook, which ends on August 30.
In regards to NorthStar’s growth, the Director of Operations, Ben Billingsley, who oversees customer retention and service, said, “NorthStar has maintained a healthy rate of growth for this industry. We have been able to develop employees and systems to maintain our commitment to providing superior service while retaining the personal touch that goes along with being a smaller company.”
Billingsley also mentioned that for a long time, NorthStar was on a first-name basis with its customers, and although the company’s growth has limited this, it is still common for customers to call in requesting to speak with specific agents.
“In the last few years we have seen our customer attrition rates drop as well as our employee turnover rates. It takes both components to be successful, and all key indicators are showing that NorthStar is on the path to greatness and I’m excited to be a part of it,” Billingsley said.
Earlier this year, all NorthStar Alarm employees, from human resources to accounting, were given the opportunity to conduct satisfaction surveys with customers and speak with them over the phone. This, Billingsley said, helped unify each employee to the goals and aspirations of the organization.
NorthStar Alarm reported from that survey that 94.8% of customers claim they are satisfied or extremely satisfied with NorthStar’s services, which provided great insight and motivation to continue retention efforts and building loyalty with customers.
When it comes to retention, Billingsley believes that every interaction a customer has with NorthStar is an opportunity for their team to build loyalty.
“From the point of sale to a simple billing question we have the chance to show our customers they are valued. Seizing this opportunity is key to customer loyalty. We provide the best products and back them up with the best services.”
The Customer Care department at NorthStar focuses their efforts on retention and making sure each customer receives the superior service that is expected; something that also contributes to the company’s ability to retain customers and build loyalty.
NorthStar's Customer Care Manager, Melanie Jenkins said, “Every representative in our customer care department understands that each situation with each customer is unique. This understanding gives us the edge to provide the exceptional care that we are capable of at NorthStar Alarm.”
About NorthStar Alarm
NorthStar Alarm Services, LLC, an authorized dealer of Honeywell Security Products, provides the most technologically-advanced and user-friendly home security systems on the market. Having the equipment, relationships, and reputation that families have been able to count on since NorthStar was founded in 2000, NorthStar continues to grow and protect residents in more than 20 states across the U.S. With a 24-7 support staff, Rapid Response monitoring, well-trained technicians, and professional consultants— NorthStar Alarm exists to provide security and peace of mind through quality products and superior service. For more information, please visit http://www.northstaralarm.com.