PPB November 2017

In Her Own Words Best Part Of The Job: I enjoy the diversity of each day. This industry gives me an opportunity to help the customers I work with achieve greatness, and it makes me feel good knowing they’ve been successful with my help. Biggest Challenge: It’s tough to disappoint our customers when something doesn’t go well with their experience. It’s my goal to help turn the situation around to ensure their happiness. Most Valuable Customer Service Lesson Learned: Delivering customer excellence day after day means that the customer will bring their business back. Developing a seamless process, including involvement from other departments, provides the value that helps build loyalty. No. 1 Tip For Great Customer Service: The tip I would share is to remember how good it feels when you bring a smile to someone’s face, meet the important deadline and help someone else be great. It’s satisfying to know that I helped our company earn repeat business by delivering quality products and services. Most-Wanted Superhero Power: Teleportation would be my superhero power. It would give me the ability to get the product to the customer instantly and know that it arrived on time. I would also get to be a part of their event and witness how they use the item. DeniseMohn Strategic Account Rep, Sweda, City of Industry, California Years at Sweda: 4 Nominators: Chris and Karen Stauffer, Cascade Marketing Group; and Angela Rumsey, strategic account manager, Sunrise Identity What Makes Denise A Service Superhero Nominators Chris and Karen Stauffer, multi-line reps who work with Denise Mohn on key accounts, say she can work miracles. “We love her. Our clients love her. Denise is always positive. She has a can-do attitude that comes across on the phone. Her work ethic is second to none, and we can always rely on her.” They say she’s also a team player who readily fills in for other inside sales partners with the same attention she gives her own accounts. “Denise provides the fastest response time and the most thorough and complete information and answers on behalf of her coworkers,” says Karen. “She treats her teammates’ accounts as though they were her own. This means a ton to us on the outside. Because of Denise, we and her teammates secure more sales opportunities.” Mohn, who has been in the promotional products industry for more than eight years, says she has had some great role models in her life. “I was shown that the customer is entrusting us with their happiness,” she says. “The outcome should always be about the customer’s satisfaction. It is important to me that I receive the best possible service; therefore, I am very aware of how I deliver service to those I work with each day.” Nominator Angela Rumsey, strategic account manager at Sunrise Identity, is also a client and frequently reaches out to Mohn for quotes and ideas. “Denise is always quick with a response or a solution, and she has great ideas. If I am stuck on a project or need to speed up production, Denise jumps right in to help. We often have rush projects and she can almost always make it happen for us.” She’s also impressed that Mohn writes thank-you cards for almost every order and sends them out after the order closes. “It is such a nice, personal touch and she truly provides one of the most pleasant customer experiences from a distributor’s perspective,” Rumsey adds. How Denise Saved The Day “I had an order from a different supplier go south,” says Rumsey. “My client received the items on Friday for a Saturday event and discovered a typo on the product. At 3:30 pm that day I contacted Denise. She sent out some blank items to our client for Saturday delivery so the client wasn’t empty-handed at the event. My client was thrilled and we were so impressed that Denise was able to do this at the last minute for us.” The Stauffers have also been on the receiving end of Mohn’s superhero service. “On a recent opportunity for 5,000 tumblers, we didn’t have exactly what the customer needed,” says Chris. “Denise came up with a quick solution for the client and we fulfilled the order because of her ‘outside the box’ thinking and creative problem-solving skills. She saved revenue for the client, for Sweda and for all of us.” FEATURE | Service Superheroes 30 | NOVEMBER 2017 |