As many business owners come to learn, customer service can have an impact on customers and revenue. Research indicates that people no longer trust businesses. Almost 50% of customers say they would switch to an alternative brand after just one bad experience.
José Carloss, CEO of Vottles Co. knows this and focuses his attention on his company’s customer service. It all started when visiting different higher-end restaurants, where the waiters are aware of every single detail, if you dropped your napkin they already had another one before you even picked that one up, and that attention to detail made him want to take it to other industries. He knows it is a key measurement of business success. So he invests generously towards realizing a team that represents accountability, authenticity, respect, trust, communication, and loyalty.
It not only inspires customer loyalty, but customer service also makes an employee’s work easier. Providing great customer service helps businesses grow. By providing great customer service, Vottles Co. is able to connect directly with its customers, focusing on a small niche of clients and providing the most excellent, personal service to clients.
In just under 18 months, Carloss’ company has grown to service more than 15 clients, providing them with high-end media production services. “We do commercial video production, social media, media buying, and other digital media services for High end, Luxury, Brands,” says José.
Leading by Example
José leads by example, having learned by himself while building a longstanding career in media. In an exclusive interview with Disrupt, José revealed a 6-year streak of wins everywhere he has worked, with clients such as Make-A-Wish Puerto Rico, Baskin Robbins, AIG Insurance, etc.
He started off as a production assistant, then edited videos for different projects. After working in this role for a year, he advanced to account executive where he managed a team of creatives, and was responsible for finding and creating new ideas for customers and clients. “I started to work & collaborate with bigger brands to find myself discovering a huge world full of opportunities and endless possible ideas,” he recalls.
In that capacity, José supervised a team that was responsible for the production of groundbreaking works for: Baskin Robbins Puerto Rico, Make a Wish Puerto Rico, Church’s, and WIPR among other high-level clients.
After that, José started producing a podcast for the company called Buenassss with Francisco Zamora, a prestigious producer in Puerto Rico, taking it from scratch to 40,000 subscribers, and over 5 million views. But that was not his abode, so he moved on to create his own company, Vottles Co., after 6 years.
Redefining Customer Service
While his success borrows heavily from his experience in the media production industry, it is his determination to curate excellent customer service that has really paid off. In fact, delivering excellent customer service is one of Vottles Co.’s company values: “Our brand is the definition of service.”
“I want Vottles Co. to give its clients the same treatment they get at a 5-star restaurant. Every little detail, in every little corner, we’re there to cover it, while bringing the same kind and top class content to our high-end, luxury clients,” he says.
What’s Next For Carloss
José and his team are working on scaling the company towards growing existing clients into groundbreaking brands, getting discovered, and will soon unveil a project in the e-learning industry that may just change the game in the local industry.