Customer Service in Action

Nordstrom’s customer service is legendary.

You’ve probably heard stories about how well the company cares for customers, or have your own personal experience. From tales of sales associates pointing customers to competitors, accepting returns that obviously didn’t come from Nordstrom, and allowing customers to trade out used items for brand-new ones—Nordstrom has cornered the market on platinum-level customer service.

Why has the company decided that five-star customer service is its goal, and why does Listen Technologies share that mission?

It keeps customers coming back

Sometimes the best customer service seems counter-intuitive. For example, a customer was looking for a specific shoe and called her local Nordstrom to see if the store had it because she wanted to try it on before buying. The sales associate informed her that Nordstrom only had that shoe online, but Dillard’s—a competitor—had it in stores.

At first glance, it seems that Nordstrom lost a customer because the sales associate pointed her at another store. The opposite is true, though. The company understands how frustrating bad service can be for customers. Nordstrom was true to its values, putting the customer’s needs above its own. In its own mission statement, the company says since 1901 it has been “committed to providing our customers with the best possible service—and to improving it every day.” Customers recognize the value of that service, and it keeps them returning year after year.

Poorly treated customers don’t return

When businesses treat a customer poorly and fail to live up to basic expectations, they lose clients. During a recent trip, one of our executives checked into a hotel late at night after a long day of travel. She expected the room to have at least a basic level of cleanliness. Instead, there was toothpaste in the sink, pizza remnants on the ironing board and other dirty items around the room. She couldn’t find another hotel room in the middle of the night, but as soon as the sun came up, she checked out. She found another hotel in the city that met her expectations for cleanliness.

In the age of online reviews, if companies want to stay in business, they can’t afford to leave customers with staggeringly bad experiences.

Why we value customer service

At Listen Technologies, customer service is one of our core values. We regularly hear about our team going above and beyond customers’ expectations. Our teams strive to show our commitment to customers through our actions, not simply by posting them on a plaque or website.

Customer service in practice

Trust is a big part of customer service. Our clients know they can trust us to deliver products when we say we will. That’s because keeping the promise of expected ship dates is vital to us. We also regularly fulfill urgent orders after regular hours, because we understand how frustrating it can be when you need a product or are in danger of missing a deadline. If it’s physically possible to accommodate an urgent request, then we’ll do it.

Recently, a customer realized the day before an install that they needed different antennas. It was after business hours, so it was too late to get an official purchase order to us. Instead of telling the customer they were out of luck, our fulfillment team decided to deliver five-star service. We processed the order as a UPS next-day air shipment. Then our team met the local UPS driver on his route to ensure the antennas got to their destination. The product arrived the next morning.

We even include M&Ms in all our orders—because who doesn’t LOVE M&M’s? It is one gesture to let our customers know how much we appreciate them.

Giving customers five-star service makes them loyal to your company. That’s true whether you’re a retail giant like Nordstrom or an assistive technology company like Listen Technologies. The opposite also is true—bad service causes you to lose customers. That’s one of the many reasons we value the customer experience.

We’ve been doing business with the most sought-after venues for more than 20 years because we believe everyone deserves to hear the same great experience. If you’re ready to ensure all of your guests can hear and engage, talk to us! Tell us your story so we can come up with the right plan so you can start enabling your guests. Contact us at (800) 330-0891 or go to listentech.com to see all the ways we can help you improve your business.

We are Thankful

We asked our employees what they are most THANKFUL for, and this is what some of them had to say:

“So many things!!! I’m thankful for my family, friends, and co-workers who are also my friends. Thankful for a roof over my head and food on the table. Thankful to work for an employer who cares about their employees. Thankful to have a husband that is a support to me and our kids. Thankful for our soldiers and police officers. Thankful to be an American! I could go on and on.”

“I am most thankful for my beautiful and kind wife as well as our three amazing children.  A close second is a JCW’s Jalapeno Bacon Cheeseburger…yum!”

“I am thankful for my family (seriously, my family is the bomb), some pretty amazing friends, and co-workers that make coming to work something I look forward to. Life throws us curve-balls, but surrounding yourself with people who support you through the rough times, inspire you to follow your passions, and push you to face your fears, makes it all worth it.”

“Traditions! I love keeping hold of the things I’ve done for as long as I can remember, just as much as I love finding new traditions that make this time of year feel so much bigger, warmer, and exciting! Also, my mom’s pecan pie. Which is the only noteworthy pecan pie in the world.”

“I am thankful for my health, and the health of those I love…for my kindhearted son who is everything to me…for my wonderful husband who makes every day feel like a holiday…for a beautiful house to call home…for loving family and friends who are always there for me…and for my awesome job at Listen!”

“I am thankful to work for a company who provides flexibility and respects work-life balance.  Oh and coffee!”

 

Happy Thanksgiving from the Listen Family

ListenTALK in Action

Last year, ListenTALK hit the shelves with a bang. One of ListenTALK’s first customers was Hale Center Theatre in Sandy, Utah. Here’s how it works, where Hale Center Theatre is using it and why they love it:

How ListenTALK works

This on-the-go two-way communication system was built with flexibility in mind. Each device is a transceiver—which means it both transmits and receives audio communication. Creating a group of transceivers is simple! With the tap of a button, ListenTALK devices can be paired on the fly and multiple groups can be created in a matter of seconds. While on a tour, all you have to do is press the Talk button if you want to…talk! If you’re a tour leader, the only reason you’ll need to press the Talk button is to mute yourself. Pretty easy, right?

With a simple setup, you get an innovative communication solution that ensures everyone can come on your adventure with you.

 

In action at Hale Center Theater

Backstage tours are nothing new at Hale Center Theatre, but you haven’t seen them like this before. Last year, Hale Center Theatre built a brand-new, state-of-the-art venue. This beautiful building is unlike anything else in the Salt Lake Valley, and officials needed a communication system that matched the impressive structure. Quinn Dietlein, Hale Center Theatre’s development director and annual giving manager, obtained ListenTALK specifically for backstage tours but has incorporated “all sorts of fun multimedia uses,” thanks to its versatility. Hundreds of people are going on these tours every week, and hundreds of people are walking away impressed with the new theater…and ListenTALK!

 

Why tour guides and participants LOVE it

Remember Quinn from the paragraph above? Well, not only is Quinn a director, he’s a performer. Each tour he takes through the theater has a different flare. Upon meeting his tour group, he learns about participant’s interests and uses that information to tell a personalized story for each group as he takes them through the theater. His tours are as entertaining as the plays he acts in, but one thing is for sure: Quinn is talking all day long. The first time Quinn used ListenTALK for a tour, his excitement was palpable. No longer was he raising his voice, walking backward, or trying to reach every guest. With ListenTALK, guests are participating more, asking more questions, and staying engaged. Now, Quinn speaks normally, and his participants are able to catch the nuances of his personalized tours.

Hale Center Theatre discovered it last year: ListenTALK creates an environment of inclusion and is the perfect tour solution. It’s easy to use for every kind of tour and everyone who uses it, loves it.

 

Are you ready to try ListenTALK? Call (888) 296-1623 or go to https://www.listentalk.com to get started with your free demo kit today.

Blog from the Booth: IR that Sounds Like RF at InfoComm 2015

If you think you know IR, think again. ListenIR sounds more like RF. Case in point: a Consultant just stopped by booth #959 for a chat with Cory Schaeffer and Peter Papageorge. As one who is devoted to RF products, this Consultant was a bit doubtful of our claims, but we switched on the LT-84 Transmitter/Radiator, had him take a little walkabout with one of our iDSP IR receivers, and then showed him the iDSP software suite and he was convinced. ListenIR offers an unparalleled IR experience.

Stay tuned for more updates from InfoComm 2015!

Blog from the Booth: The Hottest Spot at InfoComm 2015!

It looks like booth #959 is the hottest spot for Wi-Fi at InfoComm this year. ListenWiFi was heating up the Listen Technologies booth all day, with overheard comments like, “If it’s from Russ Gentner, I know it’s a quality product.” ListenWiFi is a professional, industrial grade product designed and manufactured by Listen Technologies, so that guy definitely knows what he’s talking about.

 

Also on deck: a tour of the Amway Center using Listen Technologies tour group equipment. When asked if the Listen Technologies tour group equipment provided a great audio experience, many tour attendees reported that it was fantastic.

Stay tuned for more updates from booth #959 at InfoComm 2015!

Blog from the Booth: Live from InfoComm 2015!

Wednesday kicked off the first day of InfoComm 2015 and Listen Technologies is kicking it at booth #959 in innovative style. This year, the booth is featuring new ListenIR, ListenWiFi, Loopworks, and many other amazing assistive listening and conference products.

 

 

ListenWiFi is generating a ton of interest from various markets. In other words, booth #959 is the hottest spot for Wi-Fi products at InfoComm. Stop by to check them out!

 

ListenIR literally had pigs flying. Why? Because Listen Technologies, CEO, Russ Gentner said that if we could create IR that sounded more like RF, pigs would fly.

Stay tuned for more updates from Booth #959 and Listen Technologies, live at InfoComm 2015.

What happens in Orlando, won’t stay in Orlando!

Since starting my career, I’ve been given many incredible opportunities and I often feel like the luckiest woman on the planet.  I have had the privilege of building a great company with great partners and a superior suite of product solutions that makes a difference for many with hearing loss. I have been part of a talented team within Listen Technologies, a company that truly has passion for what we do every day in a fun and vibrant industry.

I have enjoyed my time at Listen Technologies greatly. I have worked with the best representatives in the industry, including a supportive dealer channel and a group of talented consultants, all of whom, gave me, as well as others within Listen, the opportunity to build a successful business.   I’ve learned from my partners, Russell Gentner, Keldon Paxman and Kelli Lundgren that you can be partners and friends because we’ve been just that for nearly thirty years. I’ve made new friends with the talent housed within the walls of Listen Technologies and I continue to be enriched by my relationships.

Now, I have more opportunities ahead of me. At this year’s InfoComm, I’ll be working the Listen Technologies booth and I won’t be saying “goodbye” rather, I’ll be saying “see you later.”   I have decided to change roles and I will be transitioning out of Listen Technologies day-to-day, however not my ownership and board of Directors position, as I join the team at AMX on July 6th.  My support of Listen Technologies will never leave me.  I’m just ready for my next chapter.

Listen Technologies is growing and our new iDSP systems are something you’ll want to see and hear during your time in Orlando. Come by and let me get these on your ears!  See you there!

 

Putting Students’ Imaginations to Work with ListenPoint 2.0

Let’s face it. Other than parents, teachers have the greatest influence over children, so it is essential that students hear well in the classroom. That’s why we released ListenPoint 2.0, our latest Soundfield solution—we wanted to make learning limitless.

Can you imagine what the world would be like if Shakespeare had never learned to read? What if Einstein hadn’t had the opportunity to learn calculus? How different would our lives be if Steve Jobs couldn’t hear his kindergarten teacher? Without Jobs, we’d all still be using those crazy brick cell phones from the 1980’s! #lame #nomobileapps #howwouldiplaycandycrushsaga

Students learn best in environments where they can focus on what their teachers are saying. Unfortunately, several factors can get in the way. Some students have trouble focusing because they have hearing loss or are too far away from the teacher. Meanwhile, the classroom itself might have poor acoustics, or the teacher could have a strained voice from talking too loudly or too long.

In today’s classrooms, students have a lot of creative and innovative thinking to do. ListenPoint 2.0 helps them put their imaginations to work. It can also have a positive effect on their grades and test scores.* #bettergradesareawesome #A+ #listenpointisgenius

ListenPoint 2.0 delivers the following key benefits:

  • With mission critical deployments, it is the most advanced, flexible, scalable Soundfield system delivered by a trusted authority in the pro-AV market.
  • It incorporates AV technology and assistive listening systems to create enhanced and enriched learning environments for all students.
  • It is easy to install, operate, maintain, and adds more functionality over time.
  • It couples competitive pricing with advanced features.

We are truly excited to be part of a noble mission—educating students to become extraordinary people.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

*The Marrs Report, 2006

A Reflection on 2013

Reflecting on the past year and looking forward to the next can be a worthwhile endeavor. Not only should you celebrate the positive things that happened, you can also learn what to improve upon for success in the future.

In the spirit of reflection, here are some of my favorite highlights from 2013:

Listen Launches
Between MultiLoop™ Drivers, the next generation of Wireless Conferencing, and ListenPoint Control Listen launched some exciting products in 2013 and we loved every minute of it.
  • MultiLoop™ Driver series is the new benchmark range for professional phased array Hearing Loops, requiring only a single 19” rack mount unit.
  • Next generation of Wireless Conferencing includes Voice Activation (VOX) as a new feature and new algorithms for RF signal handling with Advanced Transmission Mode (ATM) capabilities.
  • New third-party control features for ListenPoint allows teachers and presenters to focus on what’s important – engaging the audience and presenting an impactful message.
Listen loved launching these solutions in 2013, and we cannot wait to show you what we have in store for 2014. We are going to make some serious strides in the industry. In the words of Bachman-Turner Overdrive; “You ain’t seen nothin’ yet.”

Growth Opportunities
When the opportunity presents itself to work with incredibly talented people, it’s always wise to take it. In 2013, Listen did just that by promoting Tracy Bathurst and adding Maile Keone to the executive team.
Tracy Bathurst was promoted within Listen as the Vice President of Product Development and Product Management. We’re excited to have Tracy assume this critical role and drive Listen’s growth and success of our new product lines. The future is bright for our customers.
As the new Vice President of Marketing, Maile Keone is responsible for developing marketing and communications strategies that support consistent business growth while enhancing brand equity and awareness. Upon joining the executive team, Maile said: “I’m excited to bring my drive and passion for developing and leading high-performance marketing professionals to position and market products and services that lead to increased growth and visibility.”
With these two new members of the executive team, as well as a few new talents in the office, Listen is poised to soar to new heights of success.

Spreading the Word
Listen has a unique passion and deep understanding of the importance of sound and the difference it makes to our experiences. Our passion is coupled with a heightened awareness of the staggering number of people with hearing loss and their rights to be accommodated in public venues.
Our passion and awareness was fueled in 2013 by our experiences in engaging with groups like the Hearing Loss Association of America (HLAA) and experts in the audiology, architecture, AV consultants, AV integrator, and venue manager communities. There is a shift in the conversation and a growing awareness about Assistive Listening and Legislative Compliance; and we’re excited to be the trusted authority on both topics.
  • Assistive Listening and legislative compliance were hot topics for presentations at InfoComm, HLAA chapter meetings, and regional conferences.
  • Toolkits with Assistive Listening, hearing loss advocacy and legislative compliance resources were developed for venues andadvocates.
  • Listen joined the Loop America movement by participating on the steering committee for the Loop Utah Movement and kicking-off the movement at the Deaf & Hard of Hearing Festival.
  • Over 200 architects, consultants and AV integration systems professionals were trained and certified on the integration and commissioning of Hearing Loop systems to meet the high standards of the IEC 60118-4:2006 specification.
  • 2013 garnered many high-profile Hearing Loop installations like the one that was installed at the Gershwin Theater in New York City.

Looking Forward
Listen plans to build on the momentum created in 2013 by sharing more information with even larger and varied audiences in 2014. You know what they say: knowledge is power!
We wish you all a Happy New Year. May 2014 bring us innovative ideas, the drive and ambition to pursue them, and the success & health to enjoy them.
Listen Technologies
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