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NOVEMBER 2015 •
PPB
• 31
In Ericka’s Own Words
Best Part Of The Job:
“I can
actually say that I enjoy com-
ing to work every day. The
Book Company is a great
place to work. It’s a laid-back
atmosphere and we have fun
doing what we do. The pro-
duction team has been
together for a long time and
we work really well together
to get things done right.”
Most Valuable Customer
Service Lesson Learned:
“I’ve learned to value all of
our customers and appreciate
the effort they make each
and every day to keep their
end users happy. It’s not
always easy but if their clients
are happy, then they are
happy, and so are we.”
Tip For Great Customer
Service:
“Be nice. Truly treat
your customers the way you
would want to be treated. And
remember, all customers are
important, no matter how large
or small their order may be.”
Wish For One Superhero
Power:
“I would love to be
able to fly and use my power
of flight to make sure orders
are always delivered on time.
Sometimes it really takes a
superhero effort to make that
happen.”
Best Personal Customer
Service Experience:
“Recently I visited a local
hardware store. I was not
looking forward to this visit
since the previous trip resulted
in extremely poor service.
Fortunately, this time was
much different and much bet-
ter. A saleswoman greeted us
instantly as we entered the
store. She was very attentive
to our needs, wants and
budget and made an effort to
help every step of the way.
She went above and beyond
to make sure we got exactly
what we wanted without
being overbearing. I was so
impressed by her attention to
detail. I will definitely go back
there again which shows how
one person can make a big
difference.”
Ericka Sutton
Production Director, The Book Company
(UPIC: BOOKCO)
Industry Career Snapshot: 11 years at
The Book Company
Nominated by: Doug Greenhut, The Book Company
Tip No. 8:
Be nice
How Ericka
Saved The Day
“ON MORE THAN ONE
occasion, Ericka has volun-
teered to load cartons of
books into her personal van
to deliver them to hotels and
even shipping docks to meet
an in-hands date,” says nomi-
nator Doug Greenhut. “She
has also driven more than an
hour to Miami and three
hours to Orlando to guaran-
tee that a last-minute order is
delivered on time.”
How She Earned Superhero Status:
“From her calm, friendly demeanor to her helpful attitude,
Ericka is someone that everyone wants to work with,” says Doug Greenhut, The Book Company.
“She treats every one of our orders as a personal mission to fulfill—applying her complete skill set
of organized coordination, honest communication and genuine caring. Our customers regularly
compliment Ericka’s willingness to do whatever it takes to ensure their order is correct, complete
and on time.”
“Truly treat your
customers the way
you would want
to be treated. And
remember, all
customers are
important, no
matter how large
or small their
order may be.”