From Horses & Spas to Fences: A Chat with Devan About Stellar Customer Service at David Musson Fencing

Spring has sprung, and visions of picture-perfect backyards are blooming in homeowner’s minds everywhere and fields are full of grazing livestock. But with a dazzling array of fence options available, the process can feel more overwhelming than a field full of uncut grass. Fear not, fellow fence fans! David Musson Fencing (DMF) is here to help, and their customer service team is like a friendly garden gnome – always happy to lend a hand (or at least point you in the right direction).

Today, we’re chatting with Devan, who leads a team of five superstars at DMF’s customer service department. Devan’s journey to fencing might surprise you – it wasn’t exactly a straight shot from picket fences to posts!

Devan, your background is like a choose-your-own-adventure book – horses, spas, and now fencing! What brought you to DMF?

That’s right! My path to fencing was a bit unexpected. Before joining DMF in 2018, I spent time working with horses and even dabbled in the world of beauty spas. Talk about a change of pace!

That’s definitely a diverse background! Now you lead a team at DMF. What’s the secret sauce behind your amazing customer service?

At DMF, honesty and friendliness are our guiding principles. We treat every interaction like a conversation with a neighbour, not just another call in the queue. Our goal is to be your trusted advisor, not just someone answering the phone. Fencing projects can be very diverse from a new garden fence to a whole paddock.

With so many fence choices, how do you help customers navigate the selection process?

We believe in understanding each project’s unique personality before recommending solutions. We ask a few questions to get a clear picture of your goals, then suggest the perfect fence to turn your dreams into reality.

How has customer service itself changed since you started at DMF?

Lead times on projects are shortening and therefore our really large stockholding helps meet customers needs. Our product range has diversified, for example now we supply aggregates, we have moved into drainage and our range of garden fencing panels has expanded greatly, so the team has to have a broader knowledge to help customers.

Innovation and Problem-Solving:

New Methods and diverse projects are commonplace, for example now we sell products like postcrete which reduce the time and effort in mixing concrete for posts. There is also much more regulation around posts and coatings, so we have to keep up to date.

Technology plays a big role in today’s world. How does your customer service department leverage technology to enhance the customer experience?

Well we are a larger company now so we have just installed a new phone system to help customers get to where they want to and get answers quickly.

Effective communication is key. How do you ensure clear communication between the customer service team, yard staff, and customers themselves?

We believe in open honest communication between ourselves and customers. It is a fact that mistakes will happen on all sides, but we try to work together to overcome them. I always try and encourage a smile on our faces and the simple things like asking people how they are.

Looking Forward:

What advice do you have for customers considering a timber fence installation project?

By understanding these key points and leveraging the expertise of David Musson Fencing’s amazing customer service team, your dream fence project can become a reality. Remember, clear communication and understanding your needs are the keys to a smooth and successful experience. So, don’t hesitate to reach out to Devan and her team at DMF – they’re there to guide you every step of the way, from picking the perfect pickets to post-installation pointers!