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INNOVATE
32 •
PPB
• NOVEMBER 2015
In Gary’s Own Words
Best Part Of The Job:
“Customers! I encounter new
challenges and opportunities
each and every day.”
Most Valuable Customer
Service Lesson Learned:
“I
have had the opportunity to
work for some very smart
people in my career and one
taught me to deliver ‘good
news’ fast and deliver ‘bad
news’ faster. Every company
has challenges; the quicker
customers understand and
have all of the information,
the quicker you can help
work through the chal-
lenges.”
Tip For Great Customer
Service:
“A very simple rule
… treat others as you would
like to be treated.”
Wish For One Superhero
Power:
“The ability to antici-
pate customers’ needs—that
would enhance my ability to
deliver even better customer
service, which is one of the
many things I enjoy about my
job.”
Best Personal Customer
Service Experience:
“Nordstrom. While on a busi-
ness trip to Chicago I pur-
chased a great-looking
pair of leather suspenders
(this was during my suspen-
ders-with-suits phase). I had
to have them altered by a
shoe repair shop and every
time I wore them, people
made fun of them—even my
wife. Two months later on my
next trip to Chicago I took
the suspenders back to
Nordstrom without a receipt.
They swapped them for a dif-
ferent design, a less expen-
sive pair, and even gave me
the difference in cash. Today
I shop at Nordstrom often,
and I bring my wife along for
a second opinion.”
Gary Thorne
Territory Manager, Edwards Garment (UPIC: EDWARDSG)
Industry Career Snapshot: Seven years at Edwards
Garment; previously with TriMark/Rivers End and Hanes
Printables, for a total of 27 years in the industry
Nominated by: Charlie Potts, Scrubs & Beyond
Tip No. 9:
Follow the
Golden Rule
How He Earned Superhero Status:
“Gary is absolutely the best promotional apparel sales rep
I have dealt with in my 16 years in the industry,” says nominator Charlie Potts, Scrubs & Beyond.
“He combines his extensive knowledge of his product line with impeccable attention to our
account. He is always looking for new ways to present Edwards apparel to our clients. He really
takes it to the next level by being an extension of our national sales team when presenting new
ideas and solutions.”
How Gary
Saved The Day
TWO YEARS AGO
EDWARDS experienced
some inventory issues with a
new product Charlie Potts
put into a program for a
major hospital client. “The
new item was so great that
there was no way Edwards
could have forecasted the
amazing demand,” Potts
explains. “Gary went to bat
for us to get senior manage-
ment at Edwards involved to
expedite both the manufac-
turing and shipment of the
item to take care of our cus-
tomer. Gary stayed in con-
stant communication with me
throughout the entire process
and never shied away from
getting answers to some very
tough questions. His handling
of this difficult situation actu-
ally strengthened the relation-
ship between [our compa-
nies].”