TireHub Hubber Spotlight: My biggest approach to exceptional customer service is that following up is extremely essential for communication.

Interview with Lynn Keating, Customer Service Lead

Lynn is a Customer Service Lead with TireHub, leading a team to develop and execute excellent service to customers. She is passionate about great service and a true champion of TireHub and its employees (Hubbers). Read below to see Lynn describe her approach to service, life as a Hubber and what customer interactions really resonate.

Please share a little info about yourself.

My name is Lynn Keating, and I am a Customer Service Lead (CSL) based out of Boston, MA. I’m married to my best friend Patrick, and we have two boys, Brian and Todd.

As a Customer Service Lead, my job is to provide daily direction to the Customer Service Specialists (CSS). I ensure that my team helps achieve TireHub’s goals and targets through developing strong customer relationships and delivering the highest quality customer service through inbound sales calls. I cover 12 TireHub Logistics Centers (TLCs) in New England, New York, Maryland, New Jersey, and Pennsylvania.

How long have you been a Hubber?

I became a Hubber in October of 2018; best career move I ever made!

How long have you been in the tire industry?

I have been in the tire industry for 11 years.

How did you get into this field?

The construction company I was working for unexpectedly closed its doors. Although it was sad to leave, I felt there was something bigger and better I could plan for my future now that I had so many options. I wanted to work for a company that acknowledges and utilizes your strengths to make a positive difference in the field of Customer Service. Not only are tires very interesting and complicated, it’s why it quickly became my passion to learn more. I was hooked, and I never get tired of this field I chose.

How would you describe life as a Hubber?

We certainly are relentless, life as a Hubber is something special. We help each other through obstacles because we want our teammates to succeed. Every one of us has the same goal, and that is to be the best Hubber we can be. Reaching out when we need help, going above and beyond for our customers, and genuinely caring is how I would describe life as a Hubber.

What’s something you wish people knew about tires/the industry/etc.?

I wish people knew more about the safety side of tires. Bald tires are very dangerous, many people don’t realize how a bald tire can cause problems such as hydroplaning and accidents.

Hubbers are extremely knowledgeable; we have the tools to educate and ensure customers know the proper fitments for their vehicle and what tire best fits their needs.

Describe your approach to providing exceptional customer service.

First is to listen and never interrupt a customer. Then ask questions, take copious notes, and let the customer know you are happy to assist. When you aren’t sure of something, tell the customer that you will find out for them and call them back. It lets the customer know that you hear them and that their request is important to you. Reaching out to fellow Hubbers to assist is also a big plus. If you’re not sure of something, Hubbers are always willing to assist.

My biggest approach to exceptional customer service is that following up is extremely essential for communication. Customers appreciate you reaching out; it lets them know that you care.

Do you have a favorite customer interaction?

I certainly have had a lot! However, a story recently shared with me touched my heart the most. Customer service goes deeper than just selling a customer the right tires.

One day a customer reached out to a CSS for tires, and through the years, the CSS, customer and her husband formed a friendship. When recently asking about her husband, the CSS was informed that he was diagnosed with cancer. The customer felt comfortable enough to share her story with our Hubber, her friend. They continued to chat until she felt better. Our CSS let her know that he was there for her and those kind words gave her some much needed hope, knowing that someone she had never met face to face, cared so much for their wellbeing.

As for my personal favorite customer interaction, it was when my last company put on a Touch A Truck event. The interaction with the children was so educational and fun. Families learned the proper way to change a tire. I was told by one of the mothers how she felt safer now knowing that if she needed to change her tire, she had the confidence and courage to do so.

How is TireHub different?

Just to name a few ways, TireHub allows employees to express their opinions, reach out, ask questions, throw out ideas, and spread their wings! We have so many talented Hubbers that have so much to offer, and TireHub recognizes talent. With all the tools TireHub supplies us with, we become better educators to our fellow Hubbers, and our customers.

TireHub also offers many programs for Hubbers through Hubber Resource Groups. Some include giving back to our communities, mentorship programs, a book club and professional life coaches and inspirational guest speakers that volunteer their time to offer their experiences. All this proves why we’re not a sucky company.

What would you deem your greatest success since starting with TireHub?

My greatest success was moving into the Customer Service Lead position. Since then, I have had the pleasure of leading an amazing team of 15 CSSs. I work for them really; whatever they need I’m there for them. But our team doesn’t stop there, we have outside sales and operations that are considered part of the team. I feel that my greatest success is that so many people feel confidence in me that when they reach out for help, they know I will do my very best for them.