Picture this: One of your loyal customers calls, and he’s agitated. His order needs to be turned
around much sooner than you expected. Sure, you have other jobs ahead of his on the production schedule, but you’ll likely do anything possible to make your customer happy.
One of your first calls is to Accessa to order the necessary coating and pretreatment chemicals for the job, where you reach one of our Customer Service Concierge team members. You explain the situation and urgency, and while Accessa can’t perform miracles, our team will do everything we can to help you find the best way to tackle just such a challenge.
People in our industry face tight deadlines and unexpected issues every day. It’s often our
Customer Service Concierge team that manages these uncertainties with professionalism and care. And while other companies are relying more on Chatbots and AI to build relationships with customers, we believe that in the vast majority of cases, our people best serve our customers.
“Being in customer service requires a certain personality rather than a single quality,” says Accessa Customer Service Concierge Abby Lanning. “Customer Service should be friendly, understanding and helpful.”
Abby enjoys cultivating customer relationships and says that getting orders processed in a timely manner and ensuring customer satisfaction are her top priorities.
The job of a Customer Service Concierge is never predictable. Customers have a wide range of requests and technical questions, and consistently place various-sized orders, which can impact lead times. Abby and her teammates strive to always provide clear communication and expectations to mitigate unnecessary unpredictability, reaching out to our technical experts when needed.
Aside from building relationships with customers, Abby says she really enjoys working with her supervisors and coworkers, including fellow Customer Service Concierge Deserae Adams, who has been Abby’s best friend for nearly 20 years.
“Everyone at Accessa is very friendly and willing to help you with your workload or answer your questions. You can easily see management/ownership cares about their employees’ happiness and wellbeing by allowing ample opportunity for personal time off, and understanding family values,” Abby says.
Sarah Broz has also been a Customer Service Concierge since 2020. Since then, she’s honed her ability to anticipate customers’ needs.
“We do a lot more than just answer phones and emails. We ask you about your project and work to understand what it is you need besides what you might think. We put job names on your orders so you can refer back to them years down the line,” she says.
And if a customer needs to reorder more product to finish a job, she’ll put a little “love note” on the paperwork so the lab knows the product is being used to finish up a project. When customers tell her about projects or share photos of beautiful kitchen interiors that show Accessa products in action, it brightens her day!
“I’ve enjoyed learning about the coatings and refinishing industry. I feel like I have a special inside point of view whenever I hear about someone refinishing something,” she says.
As we all know, customer service isn’t usually called upon when everything is running smoothly. Their most important role is to field questions and keep
people moving forward. Patience is necessary.
“Being the go-between with customers and the production lab, or management, or shipping companies is a tough job, and you need to keep your cool in every situation,” Sarah says.
Deserae Adams agrees. She approaches her top responsibilities — getting orders entered in a
timely manner, communicating with customers and resolving issues quickly and effectively — with patience and empathy.
“As a Customer Service Concierge, you have to be able to hear the customer out and put yourself in their shoes to be understanding when issues arise,” says Deserae, who joined Accessa in June 2023. Doing so builds trust and connection. “I enjoy building relationships with our customers and being able to help them with anything they need.”
Customer Service Concierge Kristina Runyan joined Accessa in July 2025 and enjoys how friendly and understanding our customers are. Completing work orders and keeping customers happy are her two biggest priorities, both of which require expedience.
“I believe swiftness is the most important skill, because our customers deserve a quick and efficient service,” Kristina says. When someone calls with a technical question, she is quick to track down an answer or refer them to a friendly expert on Team Accessa.
Elizabeth Goodheart has been answering customer questions since April 2023. “I enjoy hearing about the projects customers have going on and the different ways our products are used. It’s like a pat on the back when we hear positive feedback from our customers,” she says.
As a Customer Service Concierge, she provides the best customer service she can by learning
about products, and Accessa’s customers and their needs. This curiosity has led Elizabeth to
appreciate the value of being understanding. She knows that customers require the right products to do certain jobs, so understanding customers’ needs makes for a much smoother and more pleasant experience.
Like her peers, Elizabeth also helps manage expectations when things are out of their control, such as shipping delays or damages.
“We understand our customers are sometimes on tight timelines, and issues like these can pose a risk. Rest assured we are at the ready to help with any of these issues and do our best to help keep your job on track,” she says.
Experience Accessa’s amazing Customer Concierge Team — contact us.