I’ve had the pleasure of attending the 2019 Midwest Pawn Convention this past weekend, and I got to see quite a few of our customers. Not only do I love getting the face time with people that I have known for many years from our industry, but it’ s just as exciting to meet customers who have recently come on board PawnMaster Nation.
One thing that was mentioned several times by both our long time and new customers was how well our Tech Support team does with answering questions and helping resolve issues. You would assume most technical support teams can help you fix a printer issue, or answer general questions about the program, but that wasn’t what impressed them most. It was the knowledge of the industry and the consultative approach that was taken in the calls that they had.
Joshua and Howard from tech support working the counter
I explained that all of our technicians have spent time working at a pawn shop and that they all have gone through extensive training centered around the complexities of the pawn industry. They all work directly out of our home office (no outsourcing), and can easily communicate with other departments if needed.
This really seemed to surprise some of our newest PawnMaster users whom I assume are used to being sent to a call center and speaking with someone that really wasn’t in tune with the business side of issues. So, this is a shout out to our Support team! They make my job more enjoyable when traveling to trade shows, great work team!