When it comes to customer service of any kind, some people are just better suited for it. The issue is not simply knowledge, but also the ability to put yourself in the place of the customer. In the case of the Gypsum Association’s technical services department, that means being able to listen to and understand the full range of professions that make up the design and construction community. From the architect or GC in the office, to the construction superintendent or specialty contractor in the field, most of these players are primarily concerned about cost and schedule. While no one wants to build improperly, it falls to other entities to ensure they don’t, namely code officials and building inspectors. The GA serves all of these audiences in addition to the occasional homeowner.
Greg Woolley recently passed the one-year mark as the Gypsum Association’s Technical Services Specialist. While he has other duties, answering technical queries—be they emails or calls—is Greg’s primary charge. To illustrate what the GA’s technical services department has to offer, I sat down with Greg and asked him to reflect on his role and interactions with callers.