Meet The Team: Melissa Conger, ECI's Implementation Specialist

In this blog, we feature Melissa Conger, implementation specialist at ECI Software Solutions. We sat down with Melissa to learn more about her role within the team.

ECI: Describe your role in 50 words or less.

Melissa Conger (MC): I assist customers in reviewing their current software needs and showing them how to set up our software to improve their current processes and procedures.

ECI: What and where did you study?

MC: I wanted to become an environmental lawyer and studied at SUNY Potsdam in N.Y. I always knew I wanted to help people and the path has evolved.

ECI: Tell us a bit about your background and the path that led you to your current role.

MC: I worked for 17 years in a small local chain of hardware stores. I did everything from ordering, AP, AR, and payroll and set company policies and procedures. It was great to get to know our local customers and learn how to navigate the hardware retail industry. Due to the owner's family having more time to return to work in the business, I transitioned to ECI where I could carry over my industry knowledge and day-to-day operational expertise.

ECI: What does your day-to-day work life look like?

MC: I work with each of my customers weekly to ensure they are set up for success when they go live on the software. We discuss anything they need to become more comfortable with the software. I offer suggestions on improving their processes by utilizing different aspects of the software. I can explain how decisions now affect long-term goals and/or reporting.

ECI: What advice would you give someone just starting in your industry? Any words of wisdom?

MC: Listen to your customers, ask questions for more details, and repeat what they say to ensure you understand. Everyone uses different terminology, and it is best to fully comprehend what they are asking for so that you can tailor your answer to their specific need.

ECI: What excites you most about working within this industry?

MC: Getting to know the people behind the small businesses who are vital to their communities. To assist them in making their business run more efficiently so they can continue to grow and help their neighbors. You don’t get the personalized service in the big box stores, and I think we all could use a little more personal connections in our lives.

ECI: What do you find most challenging about working within this industry?

MC: Working within my customers' schedules. Many of my customers are the owner, buyer, and delivery truck drivers so that they can survive. It is hard to find the balance of time to show them what they need to know and not intrude on their time to run and maintain their business.

ECI: What is the most important lesson you’ve learned since you began your career?

MC: Don’t take it personally. My customers may yell at me or blow off our appointments, which has nothing to do with me. They are stressed out, working longer hours than most, and support their community on their shoulders. I just ask, how I can help and continue to reschedule our appointment.

ECI: Since you started working in the industry, what changes have you witnessed?

MC: More women in management roles in their business, when I first started, there weren’t many women. It is nice to see more women owning and running their businesses and changing the industry's mentality about women’s capabilities. We offer a new perspective on merchandising, different buying strategies, and our inherent nature to multitask.

ECI: What do you enjoy doing when you're not at work?

MC: I am renovating a 1976 Airstream and hope to be finished by 2024 so we can travel the United States in 2025. I also love to paint, scrapbook, do other crafts and have a fun night of axe throwing. Anything that keeps me busy and uses the creative side of my brain. And cooking, I love to try new foods and flavor profiles. It's fun to experiment.

ECI: What book would you recommend for anyone to add to their ‘must-read list?

MC: Anything, just read! It is a great pastime that lowers blood pressure, calms the mind, and teaches you something new. I am reading "RV Electrical Systems," written over 30 years ago but still relevant, “Girls, Wash Your Face” by Rachel Hollis, and so many cookbooks!