By: Jay Autrey, Chief Customer Officer
At some point you’ve probably heard someone say, “Great employees make a company great” or, “A company’s best asset is its employees.” This is textbook leadership speak, but how often do those saying these phrases really believe them?
At MONI, we believe it 100%. In fact, this guiding principle is the undisputed truth for those of us fortunate to work along-side the best customer service team members in the industry. Because of the 1100+ employees fully standing MONI’s Customer Intimacy brand pillar, the last six months have brought us some very big wins. These include being ranked “Highest in Customer Satisfaction with Home Security Systems” by J.D Power and being named Connected Home Security Company of the Year by the IoT Breakthrough Awards. We’ve introduced innovated services like ASAPer and introduced a whole new level of transparency in the industry with MONI’s Customer Bill of Rights. All of these are only possible because we have talented, dedicated team members who truly believe that the Customer is at the center of everything we do.
I’m excited that we can now add an A+ rating from the Better Business Bureau (BBB) to that list of wins, made possible by an exceptional team of customer-focused employees. The BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. Receiving the company’s highest rating confirms that MONI and its dedicated team members have made customer service and transparency a top priority in the home security industry. Our employees come to work day in and day out with the goal of responding to our customers immediately and providing the best customer experience they can – no exceptions.
Our employees feel empowered and accountable when it comes to resolving the customer’s issue the first time and with full transparency. They want to make sure that a customer knows what to expect when they call MONI and what to expect when they hang up. Our security advisors want the customers to know that MONI will follow up 100% on our commitment to provide the best experience we can for as long as we’re fortunate enough to have them as a customer. The difference between MONI and other service providers is that our employees take this commitment personally, and they understand the importance of home security in protecting people’s lives and securing their property.
These top rankings from companies such as the BBB and J.D Power don’t happen by chance. They happen as a result of our dedicated team members. Besides providing an outstanding service experience during each interaction, MONI’s employees work endlessly behind the scenes to identify and improve processes that will better open the lines of communication with our customers. Because our team members are personally invested in each customer, they want to make sure MONI never stops working on ways to be better today than we were yesterday, and better tomorrow than we were today.
MONI routinely makes improvements in our customer experience approach based on the valued feedback from its employees. The customer is the one common thread that can connect employees with different backgrounds so that they can work collectively towards making sure each interaction with a customer is consistent and transparent. Our employees are truly what helps set MONI apart from the rest of the industry, and I am excited to see what more they can do.