Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans, a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use.
Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business from $34 million in revenue in 2009 to a projected $175 million in 2014, what they are doing that’s different, silent complaints, why they hired a full-time customer advocate and what that person (Dave and his team) does and what they are responsible for.
This interview follows on from my recent interview: Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) – Interview with Geraldine McBride of MyWave – and is number 122 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Highlights of my interview with Carey and Dave:
About Carey and Dave
Carey Smith started working at age 9 and never stopped, gaining a tireless work ethic as he sold shoes and Christmas cards, changed bedpans and newspaper type, and washed shirts and floors. His professional life began in insurance, but, dissatisfied with that work, he later started his own company. Carey is now focused on how Big Ass Fans, which he founded in 1999, can become a 200-year company that acts always in the long-term interests of its customers, employees and suppliers.
Dave Waltz has a background in sales, customer service and product management. He joined Big Ass Fans in 2010 as a customer service manager. About three years ago, Dave became the company’s first customer advocate. His sole responsibility is following up with customers to ensure they are satisfied. Dave likes to say that although Big Ass Fans signs his paycheck, he really works for its customers.