In today’s fast-paced world, many companies prioritize efficiency and outsourcing, often at the expense of genuine customer service. Amidst this trend, a few standout businesses are committed to putting their customers first, redefining industry standards with innovative approaches. One such company is Hit N Move, which has successfully implemented a customer service model that bucks the trend of outsourcing and automation.

What is Reverse Top-Down Silo?

The company, founded by Ozhan “Ozzie” Akcakaya during the COVID-19 pandemic, has become an international enterprise known for its exceptional products and unparalleled customer service. At the core of Hit N Move’s success is a unique approach called the “reverse top-down silo,” a concept that has redefined how customer interactions are managed.

Unlike many companies that delegate customer service to third-party agents, Hit N Move has kept this critical function in-house. This decision stems from Ozzie’s belief that for a brand dedicated to boxing enthusiasts, collectors, and professionals, the level of service needed cannot be outsourced. The passion and knowledge required to understand and address customer needs must come from individuals who share that same enthusiasm for the sport.

Implementation of the Policy

At Hit N Move, customer service is personally handled by Ozzie, his brother Sam, or his wife Alaina, who also serves as the VP of Public Relations. This hands-on approach ensures that every customer interaction is infused with genuine knowledge and enthusiasm for boxing, creating a more personal and informed service experience.

Why It Works

Ozzie’s philosophy is straightforward: “If you create a unique and high-quality product, you will build a loyal customer base. Those customers are the foundation of your company. To keep this foundation strong, you must provide exceptional customer service, reminiscent of the personalized service of the 1970s, including direct text messages, phone calls, and personal interactions.”

This approach is deeply rooted in Ozzie’s own experience as a boxer. He understands that Hit N Move’s customers are not just casual buyers but collectors and professionals who expect a high level of service. “A typical service agent wouldn’t suffice,” Ozzie explains. “Our customers need someone who has felt the intensity of sparring, who knows the intricacies of leather and foam, and who understands the entire market.”

The Story of Hit N Move

The story of Hit N Move began with Ozzie’s frustration over the lack of originality and quality in boxing gloves. As an avid glove collector, he was disillusioned by the repetitive designs in the market. His breakthrough came from an unexpected source of inspiration while playing darts. Observing the principles of weight distribution in a dart, Ozzie realized he could apply similar concepts to the padding of boxing gloves.

This innovative thinking led to the creation of his first unique padding design in the United States. Testing these gloves in his gym, Ozzie received enthusiastic feedback from friends and fellow fighters who were impressed by their quality and performance. Encouraged by this response and with unwavering support from his wife, Ozzie launched his first pair of gloves, aptly named “All Day.” The reception was overwhelmingly positive, propelling Hit N Move into a multi-national company based in Virginia within just two years. Ozzie decided to pause his pharmaceutical career to focus entirely on his burgeoning business.

The Role of Customer Service

Customer service at Hit N Move goes beyond solving problems; it is about building relationships. Ozzie, Sam, and Alaina personally handle all customer interactions. “Usually we don’t have any quality issues, but it is my pleasure to get on a call and talk to customers,” Ozzie says. “We geek out about gloves and get excited like two friends talking about games. This is why Hit N Move is unique and we will protect this customer service.”

This personal touch has fostered a loyal customer base that feels connected to the brand. Hit N Move customers know they are speaking to people who understand their passion and can offer expert advice. This level of service not only resolves issues swiftly but also creates a community around the brand.

Impact on Customer Base

The company’s commitment to customer service has created a loyal and enthusiastic customer community. Customers trust and feel connected to Hit N Move, knowing they are speaking with knowledgeable individuals who share their love for boxing. This unique approach has enabled Hit N Move to offer a service that is both personal and highly informed, distinguishing it from other brands.

Conclusion

Hit N Move’s success story is a testament to the power of passion, innovation, and exceptional customer service. By keeping customer service in-house and ensuring it is managed by individuals who share the customers’ love for boxing, Hit N Move has built a loyal and enthusiastic customer base. This unique approach, coupled with innovative products, has positioned Hit N Move as a leader in the boxing gear industry. As the company continues to grow, it remains committed to maintaining the high standards of customer service that have been the cornerstone of its success.

Published by: Holy Minoza