Podcast #96

“Direct Mail: Stop Posting and Praying”

Featuring Allison Bruce

Intro: Welcome to Profiles In Prosperity, the leading podcast for residential service contractors, sponsored by Service Roundtable and hosted by David Heimer.

David Heimer: Hi everyone, I’m David Heimer. Welcome to Profiles In Prosperity. I have had the pleasure of listening to Allison Bruce speak several times, and every time I hear her talk, I end up being really impressed. She is the Vice President of Customer Success and Business Development for PulseM and Customer Lobby. She’s based in Oakland, California. She and her team pride themselves on helping service companies win more business by making it effortless for them to engage with their customers. She has over 15 years of experience helping businesses of all sizes. As the head of customer success and business development, her passion is providing clients with access to tools and business insights normally only available to big guys. When not relentlessly driving success for her clients, you’ll find her camping in the Santa Cruz Mountains with her family or two stepping around the dance floor. So Allison Bruce, welcome to Profiles In Prosperity.

Allison Bruce: Thank you so much for having me.

David Heimer: I am delighted to get to talk with you again. I don’t think I’ve seen you since Service World Expo, so this is great. So tell me a little bit about your career and how you got into our industry.

Allison Bruce: Yeah, would love to. You know, I started my career, actually, in education way back in the day. I was a teacher, if you’ll believe it, right out of college. And, you know, and then I moved into a variety of industries, but always in the sales and kind of customer service, customer success space and found that anyone can sell, but when you sell in a way that you’re really listening to your customers and understanding their needs and not just out for the buck, but genuinely taking an interest, it made a big difference. And so, four years ago, I founded this little company called Customer Lobby that was looking to hire someone, specifically, to help them make sure they were giving the best possible service to their customers. And started, had a two person team, grew that team over time, you know, the company grew, was acquired and I was just seeing tremendous growth and it’s been such a wonderful learning experience for me, was able to get to a point where our entire organization was solely focused on how do we make sure our customers have a phenomenal experience. And so getting to do that from the ground up has been really exciting. And my absolute favorite thing is getting to go to trade shows or go to clients and meet with them on site in person. I love this industry, I love the people, and just those genuine connections that I look for, I’m able to find them again and again in the work.

David Heimer: Very nice. So how would you describe your current responsibilities?

Allison Bruce: So I’m our Vice President of customer success, and that really means exactly what it says. My job is to make sure our customers are successful, and whatever that looks like for them. So I have responsibility for our customer success managers. Those are the people talking every day to our clients and understanding their needs and how to help them make recommendations and be successful, I’m listening to their calls, I’m coaching them. And then I’m also working on, you know, making sure that we have partnerships and integrations and all of the other things that surround making sure our customers are successful and are getting the best possible results using our products.