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100,000 Phone Calls: A Sweetwater Tech’s Milestone

Tuesday April 16, 2019. 02:00 PM , from Sweetwater inSync
Here at Sweetwater, our commitment to serving others drives everything we do. And nowhere is that more apparent than in our Technical Support department. Where some tech support departments solve problems, Sweetwater’s focus is different — they help people make music. Whether that means replacing defective products or gladly walking you through particularly involved software, that goal never changes.
Recently, our Tech Support team had the chance to honor a teammate who achieved an incredible milestone: over 100,000 service-related phone calls! Not only does that account for an amazing number of happy Sweetwater customers and friends, but it also serves as an inspiration throughout the whole company.
Sweetwater Tech Support Manager Tom Steimel shared some of his time recently to celebrate his team. With the tone of a proud parent, he discussed the 100,000-call accomplishment, why he loves being part of such a special group, and why the passion to serve is what drives each one of them every single day.
Sweetwater’s Tech Support team is incredibly diverse. What can you tell me about their backgrounds and what they bring to the Sweetwater family?
We hire people from all over the country. Many of the techs have degrees in music technology or recording and have recording studio experience. Most of them are musicians. We seem to attract a lot of drummers for some reason!
A lot of our team has come to Sweetwater because it’s a way to work with like-minded people and continually expand their knowledge. Many of them were customers before and really loved their experience with Sweetwater.
But the coolest thing is how well everyone gets along. I can honestly say this is the best team I have ever been part of.
What is your favorite aspect of being part of our tech support team?
My favorite part of this team is being surrounded by a very talented and smart group of people. I’m always amazed by the depth of knowledge these individuals have, and their desire to help others. It really is humbling. It’s a great feeling to know that the sole purpose of our department is to help people.
What drives you and your team to serve our customers so selflessly?
We constantly talk about the importance of attitude in this department. We hire people who have not only the right technical experience but also the right personality. A great attitude and the ability to approach challenging situations as opportunities changes your experience and overall job satisfaction. I think celebrating the wins, like positive feedback from customers, also makes a big difference with the team. We have a team full of smart people with servant mentalities. I couldn’t be prouder of them.
Recently, one of your employees hit a major milestone in his career. He has personally handled over 100,000 phone calls. That’s amazing! What does that mean to you and your team?
I agree; it is pretty amazing. His 100,000 calls represent many years of hard work and a mastery of his craft. He truly exemplifies the Sweetwater Difference. It’s hard to comprehend the volume of issues he’s resolved — which means thousands of our clients can continue making music and living their passion. We’re fortunate to have him on this team. Since then, I’ve heard from a few of our techs that they can’t wait to be the next to hit that milestone. It really was inspiring for all of us.
What types of calls does your team handle? Do team members have favorites?
We’re handling both tech support and customer service. The calls range anywhere from a customer’s order arriving damaged to troubleshooting an issue with a high-end studio rig.
My team’s ability to navigate such drastic variety blows me away. Each tech has a different “favorite call,” but I do see techs more excited when they’ve solved a complex or difficult problem.
Sweetwater serves a large client base and offers tens of thousands of products. So there is a huge variety of possible questions and issues that may arise. What are the most common calls you field?
The most common issues are related to software activation and problems within the Digital Audio Workstation (DAW).
After all your experience, is there advice you would give that might help people before they call in?
That’s a great question. In my experience, knowing your resources is a game changer. A quick Google search is great, but Sweetwater’s amazing knowledge base and the online resources found in our inSync blog frequently offer really fast and effective solutions.

If you have a technical issue with the gear you purchased from us, check out our exhaustive knowledge base or our inSync blog to find answers. Or give us a call at (800) 222-4700. We’re here to help and ready to serve.
The post 100,000 Phone Calls: A Sweetwater Tech’s Milestone appeared first on inSync.
https://www.sweetwater.com/insync/100000-phone-calls-sweetwaters-tech-support-milestone/
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