Experience
A common thread running through the fabric of the student staffs Tom supervised for many years at the information desk, coffeehouse and bowling center in the Oberlin College student union was their reputation for providing stellar customer service. After graduation, many of these students went on to work in public-facing positions at places such as CBS and the New York Met and reported that the use of open-handed gestures and other service skills they learned from Tom were proving to be of great value in their new careers. Tom has also provided customer service training to docents at the Oberlin Heritage Center. His presentations on “Stellar Customer Service Tools and Strategies” and “Complaint-Handling Strategies” can transform customer relations for any organization, while providing individuals with interpersonal skills that will enhance relationships throughout their lifetimes.
Testimonials
“I’m eternally grateful for Tom and everything he has taught me about bowling, providing stellar customer service, and life. He is extremely dedicated to the sport, his students, his employees and his costumers. One of my first jobs was working for Tom at the Oberlin College Lanes, and I have taken the lessons he taught me to every job I’ve had since: to be organized, to be helpful, to be patient, to keep things facing in the same direction, but above all else to be kind. Everyone Tom encounters is treated like a friend. If you are presented with the opportunity to work with Tom, whether he is improving your swing or mentoring you on customer service - TAKE IT. I’m a better bowler, service provider, and person because of my years working for and with Tom Reid.”
“Every single thing we do [at Oberlin College Lanes] is to provide Stellar Customer Service. I like to think that my job is to give people happy memories. To that end, we are meticulously clean, responsive, and helpful. Our pencils face the same direction, green font facing up. Our money in the cash register all faces the same way, greeting the customer. If a patron gets a particularly difficult spare, it is not unusual for the Lane Attendant to let out a heartfelt “Nice shot!” from behind the counter. These things constitute the quintessential Lanes experience, felt by everyone that comes here, from an open bowler off the street to our house pro, Chris Loschetter.”
“Being Tom Reid’s daughter, exceptional manners were instilled in me from an early age. I was taught to be friendly, courteous, and respectful of everyone I met. When I got my first customer service job at age 17, he taught me the importance of being timely and dependable, using open-handed gestures rather than pointing, and greeting everyone with a smile. I continued to work in customer service through the remainder of my teens and early twenties, and always kept my father’s lessons in mind. When I got promoted to manager of a highly regarded San Diego cafe, my excellent customer service skills were highlighted as the main reason why. I try to emulate my father’s warmth and positivity in every customer interaction I have, and go above and beyond to meet people’s needs, just as I know he would. Having Tom Reid as a father has given me a step up in life and provided me with an impeccable role model. My father not only provides incredible customer service to everyone he comes across, but also provide people with the tools to do the same. And you’d be a fool not to use them.”
