VitrineMedia’s brand of service excellence is the Wright stuff for Paul…and Steven’s a Fan, too!
Superb customer service means different things to different people – but for Ray White Parramatta Group Managing Director Steven Fan and Sales Director Paul Wright, it can only mean one thing: product and people excellence every step of the way.
And that’s what has really impressed the forward-thinking real estate business with offices in Parramatta’s busy Macquarie Street, in Northmead and in Oatlands, with every VitrineMedia interaction, from the first meeting at AREC back in May 2018 to the expert installation of the Group’s new flagship head office on Macquarie Street, competed against tight deadlines ahead of the March 2019 opening.
The Ray White Parramatta Group first came to learn of VitrineMedia and its range of world-leading backlit LED screens when it inherited the Northmead office a few years back – and with it a half- completed VitrineMedia installation in the window.
As Paul recalls, the previous owners had installed screens in the top two-thirds of the window but left the bottom third blank, which gave it the look of unfinished business.
“So we made a point of visiting the VitrineMedia stand at AREC on the Gold Coast last year and met with the VM team who went out of their way to offer advice and design ideas to complete the window, suggesting four A2 screens which we now use to carry seasonal messages and promotional campaigns around dates such as Valentine’s Day, Mother’s Day and Father’s Day,” he says.
That positive experience prompted Paul and his MD Steven to consider the VitrineMedia products for Macquarie Street. And that’s when the true depth of VitrineMedia’s service excellence came to the fore.
Steven remembers the occasion well. Just a few days out from the 1 March opening and with all the trades carefully booked in on specific days to ensure that all was in place when the doors swung open for business, the telephone rang.
“It was VitrineMedia to tell me that the installer was running late as he’d got stuck in a traffic jam on the freeway,” he recollects.
“A delay would have caused a domino effect and thrown our plans for a smooth opening into chaos, but I need not have worried as VitrineMedia assured me that the job would be complete that day. And when installer Jimmy Toweel arrived mid-morning, he introduced himself, apologised for being late and immediately set about the task, displaying a high level of care, precision and professionalism.”
He worked late into the night to deliver on the company’s promise and, in the words of both Steven and Paul, “he was absolutely amazing”.
“That’s superior customer service – and it showed VitrineMedia to be a great business in all aspects and across every link in the chain,” Paul continues.
“Our experience of both product and people has been so positive that we will be sure to roll out the VitrineMedia products in our other offices in due course – and that includes our new, still-to-be-opened franchise in Greystanes.”
Returning to the head office installation in the heart of Parramatta, Steven says everyone has been “gobsmacked” by the impact of the 32 VitrineMedia backlit LED A3 screens.
“They have added the finishing touches and helped to project the image of a successful real estate group in New South Wales’ second most prosperous city,” he says.
“What we’ve done, in partnership with VitrineMedia, is show that Ray White Parramatta has a home in the city and a powerful presence. The screens, with their bright white light and minimalistic and sleek design, help to drive home the message that we are where we wish to be – out in front, visible and vibrant.
“They perfectly complement our modern new office.”