29 / 116
The
COMMUNICATOR
Erin Wilson
Client Services
Radius Display
Dallas, Texas
Tenure at Radius Display:
Nine years
Nominated by:
Gary Chown, CM Displays;
Carol Tamayo, Symphonix Solutions, D’Lynn
Holt and Doug Wickwire, Shabang Exhibits;
Darla Andrews, Riot Creative Imaging;
Stephanie Angelucci, Diamond State
Promotions; Karla Cowes-Toxey, YPS Group,
Inc.; Brian Montoya, All Pro Displays &
Graphics; Roger Wojciechowski, E&E
Exhibit Solutions; Bridgit Rivas, Donna
Clark, Courtney Hooper and Matt Custer,
Fastsigns; Emily Malavolta, Studio Displays, Inc.; Tammy Lawrence, Exhibitpro; Tess
Smith, Walker Companies; Grace Fong, Skyline Exhibits MidSouth; Lynn Felhauer, The
Graphic Edge; Nathan Young, Exhibit Studios, Inc.; John Bottone, Knock-Out Specialties,
Inc.; Gene Panczenko, KVL Audio Visual Services; Craig Wiebelhaus, Exhibit Experts;
Cheryl Kizer and Matt Trueblood, Nimlok-Kentucky; Janet Wurtz, Firespring; Dawn Olivo,
Thomas Graphics; Dave Lantz, JetPay Corporation; Janet Denison, Vision Exhibits
WHY SHE’S A SUPERHERO:
“When it comes to dependability, communication and knowledge of her
industry there are few, if any, that come close to equaling Erin,” says her
client, Craig Wiebelhaus at Exhibit Experts. Another client, Bridgit Rivas
at Fastsigns, says, “With Erin I never have to worry about a project. I put
it in her hands and it’s golden.” Client Tammy Lawrence at Exhibitpro
also relies on Wilson’s expertise. “She always responds immediately and
answers questions in detail. If something doesn’t seem right with an order
she will call it out and make corrections. She catches what we miss.”
HOW ERIN SAVED THE DAY:
Among the many super service examples from nominators were these
from Brian Montoya, owner of All Pro Displays & Graphics: “We had
a large job with a particularly short time frame. An issue with color
match came up. Erin contacted me about three hours after their normal
business hours so that we could clear up the confusion and the job could
be produced,” he says. “On another occasion, a job with a long-time
client required a custom look (the client wanted to create a background
that looked like burlap). Erin worked tirelessly with their art department
to create just the perfect look. She then had the sample sent overnight to
our client to keep the job on schedule. Since FedEx had already picked
up that day, she drove the sample to a FedEx location that accepted the
late package and got it processed in time.”
Best Part Of The Job:
“The part I enjoy most is the sound of relief and triumph from a
client when their project comes together.”
Biggest Challenges:
“Usually logistics—those things outside of our normal control.
Fortunately, we have an amazing shipping team who can almost
always accommodate or nd a solution I didn’t know existed.”
Most Valuable Customer Service Lesson Learned:
“To follow through on your commitments and take ownership if you
happen to miss one. For example, that sample you couldn’t send
today because other more urgent things came up may seem trivial
to you, but could be the linchpin on which your dealer’s entire sales
pitch hangs. Not only have you missed your commitment to your
dealer, but forced them to miss their commitment to their end user.
This happened once to me and now I take each and every request
as urgent, and if something comes up that could jeopardize my
promise, I reach out immediately or get one of my amazing peers to
help me meet my promise.”
No. 1 Tip For Great Customer Service:
“Listen closely, and be ready to react. Inaction will always turn a
client off; they want to know you are working for them.”
The Superhero Power I Wish I Had:
“If I could have one superhero power to improve my service, it would
be to y. Then I wouldn’t have to worry about a project getting stuck
on a truck, or my client having to pay exorbitant freight to meet their
deadlines.”
Best Personal Customer Service Experience:
“Recently, we had some challenges with a customer who was up
against a very demanding deadline. It required us to locate a new
manufacturer to meet our customer’s requirements, which was
challenging enough, but then our customer initiated a new ordering
system and procurement contract process so we were all jumping
over hurdles to make this happen. We located a new supplier, but
needed to test and evaluate their products when our customer
told us they needed to have the chairs and the inks independently
tested, which was an unforeseen wrinkle in the process. Our new
supplier was incredibly accommodating during this process. They
rush-shipped us several items to evaluate, then sent free samples
to the testing facility. They worked with us to get us set up as an
authorized dealer and even allowed us to break the large order into
smaller shipments to get them to our customer faster. Despite many
special requests from us, they were accommodating and polite every
time. They remained calm, offered several solutions and never took
advantage of our tight deadlines to raise the price or upcharge with
fees. They were so impressive that we stopped purchasing all of
our chairs from our original supplier, and made this company our
exclusive source going forward.”
ICATOR
Service Superheroes
|
FEATURE
ONE ON ONE WITH
ERIN WILSON
2016
|
NOVEMBER 2016
|
27