“The customer satisfaction requirement for ISO 9001 certification was the initial driver for the work Qualtek did with Dirby. We wanted to ensure our customers are satisfied, but also wanted to explore ways to work more closely with them. More than we believed a survey could accomplish. Our customers appreciated the opportunity to provide the feedback and we have a deeper understanding of what we are doing well and where we can improve. We got feedback we would not have gotten had we surveyed them ourselves. It was pleasure working with Tonya and the entire project happened on schedule and on budget.”
Christopher Fagnant, President of Qualtek Manufacturing
"As a business owner, it would have been difficult for me to hear the critical feedback from my customers, without trying to justify the decisions made and the work that was done. With Dirby completing the customer interviews, my customers were able to provide honest feedback that I could digest after the interview, and come up with a plan to address."
Josh Hargrave, Owner of Simplicit Engineering
"The work that Dirby has done fueled process changes in our company that have significantly improved the experience of our customers."
Scott O’Farrell, VP of Sales and Marketing at TrackX
"Dirby has far exceeded our expectations."
Mark Zeller, Chief Revenue Officer at Axellio
“The customer interviews completed by Dirby have provided us with new insight into the customer experience — purchase drivers, decision points, which marketing language has an impact. The Dirby team asks strategic questions that create open conversations. They listen well and provide us with clear, unbiased, actionable feedback.”
Kara Smith, Director of Marketing at Axellio
“A partnership with Dirby can play a critical role in helping companies clarify and consolidate revenue growth strategies and sales processes, while supporting the entire organization in confidently executing on those plans.”
Jill Kahkoska, Customer Success Operations at Bionic Metrics
"Dirby worked with our team to collect feedback from both customers and partners and created a plan to act on that feedback. This included coordination of our first customer advisory group event, which brought together key customers and partners to collaborate and share challenges. The event was well thought out, organized, and executed on by the Dirby team. Not only did we strengthen relationships with this event, we created new opportunities to grow and drive thought leadership in our industry."
Aaron Lamkin, Visionary Director at TrackX
"It is wonderful to know that a vendor partner is investing in programs to collect our candid feedback and increase our engagement with them — and the thank you gifts are a nice touch."
Supply Chain Director of a Dirby client customer
“Thank you so much for this — the interview was an enjoyable experience and you made the process really easy for us.”
Dirby client customer after a VOC Interview
"Tonya has really acted more as our strategic partner than our vendor. She has always anticipated our needs and requests. It is obvious she puts a lot of thought and care into her work. She has anticipated significant changes and has advised us how to navigate the changes. In addition to being very articulate and tech-savvy, Tonya is a great listener. She understands the technology as it has evolved over the years, and she hears what we as customers are saying related to our needs, plans, and budget. She is able to mesh those often conflicting matters together very successfully. She shows no personal agenda in dealing with us, other than to satisfy our requirements. We choose to deal through Tonya because of the value of her advice and counsel, and the enhanced communication that she provides in both directions."
Pat Mente, Deputy CIO at New Mexico Judicial Information Division
"Tonya has a strong success record of sales and stakeholder management, but her real sweet spot is her ability to improve customer engagement and therefore overall customer retention for companies ranging from large complex technology businesses to local start-ups. Her consultative approach allows companies to learn her processes and implement for lasting results."
Carrie Clarke, Certified Business & Executive Coach, Lawyer, Author, Co-founder of Hangar Tonight
“Tonya came in to help us with a strategy and process to increase sales to adjacent customer opportunities. Tonya came in with an excellent strategy to create new engagements and opportunities with a target list of people known to be difficult to engage with. As a consultant, one of the things that most appealed to me was Tonya's willingness to engage in all aspects of selling in a very hands on fashion rather than just giving us advice on how to do it. I would recommend Tonya to anyone who want to improve their sales strategy and process in new and innovative ways and with someone who can lead the new effort as well.”
Tyson Hartshorn, Founder and President at Innately