{"id":50372,"date":"2022-06-16T09:24:39","date_gmt":"2022-06-16T16:24:39","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=50372"},"modified":"2022-06-16T10:04:09","modified_gmt":"2022-06-16T17:04:09","slug":"flipping-frowns-resolution-and-satisfaction-add-value-for-goodsuite-difference-maker-jodie-grice","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/the-week-in-imaging-twii\/editors-blog\/2022\/06\/flipping-frowns-resolution-and-satisfaction-add-value-for-goodsuite-difference-maker-jodie-grice\/","title":{"rendered":"Flipping Frowns: Resolution and Satisfaction Add Value for GoodSuite Difference Maker Jodie Grice"},"content":{"rendered":"\n
\"\"
Jodie Grice, GoodSuite<\/figcaption><\/figure><\/div>\n\n\n\n

Perhaps in another life, Jodie Grice would\u2019ve found a calling as a bomb squad tech in charge of disarming devices before they have a chance to detonate. While such a profession is both noble and brave\u2014and likely carries with it a handsome compensation plan\u2014it doesn\u2019t leave much room for mistakes. It\u2019s certainly more than a little nerve-wracking as well.<\/p>\n\n\n\n

Grice has certainly demonstrated a flair and talent for defusing explosive situations; fortunately, these scenarios involve irate customers who require lowering their blood pressure by a few points. Instead of small tools and a steady hand, she leans on decades of experience in reconciling customer issues. Thirty years of customer service insights with Xerox, and seven more in her role as senior vice president of customer experience with GoodSuite, have crafted her approach into an art form.<\/p>\n\n\n\n

Still, Grice bristles at the thought of employing people-handling skills. There\u2019s no manipulation involved. She just understands where the client stands, and where they need or want to be, and shines a light down that path.<\/p>\n\n\n\n

\u201cTurning an irate customer at the beginning of a phone call into a customer who is appreciating that I am trying to resolve their issue, and having them laughing by the end of the call, is very rewarding,\u201d said Grice, a 2022 ENX Magazine<\/em> Difference Maker. \u201cI laugh at my own humor, so I feel everyone should join in. It\u2019s not handling people; I just try to empathize, understand and try to resolve. That makes it a win-win for everyone.\u201d<\/p>\n\n\n\n

Industry Bloodlines<\/strong><\/p>\n\n\n\n

Grice was almost certainly destined for a future with Xerox; after all, her parents both logged 30-plus years with the manufacturer. She jumped at the opportunity to apply for a customer service representative job, and throughout her training period, it became obvious to Grice that the job meshed with her personality.<\/p>\n\n\n\n

Blessed with great vision and follow-through skills, Grice is an adroit multi-tasker. She\u2019s constantly seeking out ways to streamline workflow and improve the speed of business\u2014with all roads pointing to improved customer experience.<\/p>\n\n\n\n

\u201cI have a strong work ethic. My mind is always on, trying to think of new, innovative ways to improve our customers\u2019 internal and external experiences,\u201d she added.<\/p>\n\n\n\n

Grice is a huge fan of Dan Strull, GoodSuite\u2019s CEO, and a problem solver in his own right. Strull loves to read and discover new and innovative ways to build his company. In one case, Grice knocked on his door, seeking insight on how to straighten out a particularly troubled client. After she vented, Strull jumped on the phone with the client to gain more insight.<\/p>\n\n\n\n

\u201cAfter the call, he told me the customer just wanted someone to tell them that they are sorry,\u201d Grice recounted. \u201cThat stuck with me. I always try to put myself in the customer\u2019s shoes and I feel empathy. I usually start off by listening, then say, \u2018I\u2019m sorry, what can I do to make this better for you?\u2019 \u201d<\/p>\n\n\n\n

Handling problematic situations can cause sleepless nights on occasion. In her early days with GoodSuite, Grice was asked to schedule a delivery for a customer that had purchased a 300-pound laminator and two copiers. Unfortunately, the equipment\u2019s destination was on the second floor of a downtown office building, with just a small two-person elevator and a narrow staircase providing the only entry.<\/p>\n\n\n\n

The solution? Grice had to coordinate with the vendor, an outside carrier, outside movers, GoodSuite\u2019s delivery driver and a tech.<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

\u201cI must admit, I didn\u2019t sleep the night before the scheduled date,\u201d she said. \u201cIt all worked out; the customer was not aware of the struggle and possible failure. Everything was installed completely by the end of the business day. After that, I had the confidence to know I can handle anything that comes my way.\u201d<\/p>\n\n\n\n

Making Strides<\/strong><\/p>\n\n\n\n

Grice\u2019s mettle has been put to the test over the last two years between supply shortages and back ordered equipment, but she credits her team with finding creative solutions that have enabled them to grow as a team and a company. Her goal is to be 1% better at her job every day.<\/p>\n\n\n\n

\u201cIt\u2019s important to not be overwhelmed with the feeling that you have to accomplish everything at once,\u201d she said. \u201cIf you improve daily, you will succeed.\u201d<\/p>\n\n\n\n

Away from the office, Grice loves to spend time with her two kids and two grandchildren. Grice also loves to spend time at the beach, where she enjoys reading, taking long walks and swimming.<\/p>\n\n\n\n

\u201c(The beach) is my happy place,\u201d she added.<\/p>\n","protected":false},"excerpt":{"rendered":"

Perhaps in another life, Jodie Grice would\u2019ve found a calling as a bomb squad tech in charge of disarming devices before they have a chance to detonate. While such a profession is both noble and brave\u2014and likely carries with it a handsome compensation plan\u2014it doesn\u2019t leave much room for mistakes. It\u2019s certainly more than a little nerve-wracking as well. Grice has certainly demonstrated a flair and talent for defusing explosive situations; fortunately, these scenarios involve irate customers who require lowering their blood pressure by a few points. Instead of small tools and a steady hand, she leans on decades of experience in reconciling customer issues. Thirty years of customer service insights with Xerox, and seven more in her role as senior vice president of customer experience with GoodSuite, have crafted her approach into an art form. Still, Grice bristles at the thought of employing people-handling skills. There\u2019s no manipulation involved. She just understands where the client stands, and where they need or want to be, and shines a light down that path. \u201cTurning an irate customer at the beginning of a phone call into a customer who is appreciating that I am trying to resolve their issue, and having them laughing by the end of the call, is very rewarding,\u201d said Grice, a 2022 ENX Magazine Difference Maker. \u201cI laugh at my own humor, so I feel everyone should join in. It\u2019s not handling people; I just try to empathize, understand and try to resolve. That makes it a win-win for everyone.\u201d Industry Bloodlines Grice was almost certainly destined for a future with Xerox; after all, her parents both logged 30-plus years with the manufacturer. She jumped at the opportunity to apply for a customer service representative job, and throughout her training period, it became obvious to Grice that the job meshed with her personality. Blessed with great vision and follow-through skills, Grice is an adroit multi-tasker. She\u2019s constantly seeking out ways to streamline workflow and improve the speed of business\u2014with all roads pointing to improved customer experience. \u201cI have a strong work ethic. My mind is always on, trying to think of new, innovative ways to improve our customers\u2019 internal and external experiences,\u201d she added. Grice is a huge fan of Dan Strull, GoodSuite\u2019s CEO, and a problem solver in his own right. Strull loves to read and discover new and innovative ways to build his company. In one case, Grice knocked on his door, seeking insight on how to straighten out a particularly troubled client. After she vented, Strull jumped on the phone with the client to gain more insight. \u201cAfter the call, he told me the customer just wanted someone to tell them that they are sorry,\u201d Grice recounted. \u201cThat stuck with me. I always try to put myself in the customer\u2019s shoes and I feel empathy. I usually start off by listening, then say, \u2018I\u2019m sorry, what can I do to make this better for you?\u2019 \u201d Handling problematic situations can cause sleepless nights on occasion. In her early days with GoodSuite, Grice was asked to schedule a delivery for a customer that had purchased a 300-pound laminator and two copiers. Unfortunately, the equipment\u2019s destination was on the second floor of a downtown office building, with just a small two-person elevator and a narrow staircase providing the only entry. The solution? Grice had to coordinate with the vendor, an outside carrier, outside movers, GoodSuite\u2019s delivery driver and a tech. \u201cI must admit, I didn\u2019t sleep the night before the scheduled date,\u201d she said. \u201cIt all worked out; the customer was not aware of the struggle and possible failure. Everything was installed completely by the end of the business day. After that, I had the confidence to know I can handle anything that comes my way.\u201d Making Strides Grice\u2019s mettle has been put to the test over the last two years between supply shortages and back ordered equipment, but she credits her team with finding creative solutions that have enabled them to grow as a team and a company. Her goal is to be 1% better at her job every day. \u201cIt\u2019s important to not be overwhelmed with the feeling that you have to accomplish everything at once,\u201d she said. \u201cIf you improve daily, you will succeed.\u201d Away from the office, Grice loves to spend time with her two kids and two grandchildren. Grice also loves to spend time at the beach, where she enjoys reading, taking long walks and swimming. \u201c(The beach) is my happy place,\u201d she added.<\/p>\n","protected":false},"author":166,"featured_media":49614,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[3626,80,1650,82,84,1638],"tags":[],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/50372"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/166"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=50372"}],"version-history":[{"count":1,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/50372\/revisions"}],"predecessor-version":[{"id":50374,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/50372\/revisions\/50374"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media\/49614"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=50372"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=50372"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=50372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}