Perhaps in another life, Jodie Grice would’ve 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—and likely carries with it a handsome compensation plan—it doesn’t leave much room for mistakes. It’s 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’s 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.
“Turning 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,” said Grice, a 2022 ENX Magazine Difference Maker. “I laugh at my own humor, so I feel everyone should join in. It’s not handling people; I just try to empathize, understand and try to resolve. That makes it a win-win for everyone.”
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’s constantly seeking out ways to streamline workflow and improve the speed of business—with all roads pointing to improved customer experience.
“I have a strong work ethic. My mind is always on, trying to think of new, innovative ways to improve our customers’ internal and external experiences,” she added.
Grice is a huge fan of Dan Strull, GoodSuite’s 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.
“After the call, he told me the customer just wanted someone to tell them that they are sorry,” Grice recounted. “That stuck with me. I always try to put myself in the customer’s shoes and I feel empathy. I usually start off by listening, then say, ‘I’m sorry, what can I do to make this better for you?’ ”
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’s 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’s delivery driver and a tech.
“I must admit, I didn’t sleep the night before the scheduled date,” she said. “It 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.”
Making Strides
Grice’s 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.
“It’s important to not be overwhelmed with the feeling that you have to accomplish everything at once,” she said. “If you improve daily, you will succeed.”
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.
“(The beach) is my happy place,” she added.
