I’d like to introduce you to Scott Heric, one of the key members in our amazing team of Avvo Account Managers. We love working with Scott because everyday he has a smile on his face and energy in his step. Nothing frazzles this guy (probably due to his yoga practice) and he can figure out a solution to any problem. It’s because of this track record that Scott recently jumped into the position of Sr. Account Manager for Ignite. When he’s not answering questions about SEO and client conversion, you can find him on the basketball court or organizing events for charity—this guy knows how to throw a party! Scott asked us if he could share a bit about how the Account Management team works with everyone, so we’re happy to give him the floor.
Account management is vital to the success of any business.
Let’s take a quick poll: Who here relishes the experience of calling customer support, navigating through a phone tree (“…please listen carefully, as our menu options have changed…”), entering your account number, and finally—if you’re lucky—connecting to a human whose first question is inevitably, “What is your account number?” Anyone? No? Not surprisingly, most people don’t enjoy being treated like just another number in an endless queue. That’s why at Avvo, we decided to take a different approach.
Before coming to Avvo, I worked in what was basically a call center: a portion of all customer inquiries, complaints, suggestions, and requests were directed to me, by way of an 800 number. I was trained to be just another cog in the support machine, and my interactions with our customers were devoid of any personal approach. I quickly realized that I didn’t like thinking of customers as faceless problems to solve any more than I liked being on the receiving end. I knew there had to be a better way…
In my three years at Avvo, I have been part of a team that is dedicated to building professional relationships and earning our clients’ long-term business through personalized account management. I am as convinced as ever that this approach is crucial to the success of any business that wants to do right by its customers. Whether we’re helping solo practitioners enhance their profiles, building out a firm’s digital presence via Avvo Ignite*, or maximizing the efficiency of a firm’s marketing efforts, our management of each client is dedicated and direct. All of my clients have my direct phone line and email address for whenever there’s something they’d like to discuss.
Why is this important? Direct contact with our clients lets me do everything in my control to improve those their businesses, and they don’t have to start from the beginning every time they call. From solo practices to mid- and large-size firms, I am able to make a difference. What good is a company that doesn’t want to see its clients succeed?
I’ve been told stories are a great way to relay a message–so who’s ready for story time? Everyone’s ready? Perfect.
The other day I was having an interesting discussion with an associate, and this question came up: Is it better to be an expert in one thing, or just good at a variety of things?
As the conversation progressed from the abstract to work-related, it was our final conclusion that it’s best to be an expert in one thing that encompasses a variety of topics.
The reason I bring this story to you is that I’m the expert in my own field and it touches upon several different areas, all of which benefit our clients. After years of experience in the digital advertising/marketing world, I am armed with an expansive knowledge of all that is online marketing, and an expert-level understanding of Avvo Ignite. With this knowledge, my goal is to positively affect every client’s firm.
My hope in writing this blog post is to convey a portion of what the account management team at Avvo brings to our product. We believe in helping each client, and in building long-term relationships. I hope all is well with you and look forward to the possibility of us working together in the future.
Posted on the behalf of Scott Heric
*After handling advertising accounts for the first two-and-a-half years, I am now responsible for managing the accounts of our Avvo Ignite clients. If you’re not familiar with Avvo Ignite, I recommend taking a few minutes to have an adventure on our Avvo Ignite product page.