PPB November 2018

FEATURE | Service Superheroes confidence in understanding the situation and my needs, and her ability to make me feel at ease with an understanding that she could and would take care of my needs made all the difference. Pair that with her outstanding follow- through and communication along the way, and this stands out still as a fantastic customer service experience. MIKHAEL REED Senior Internal Branding Consultant & Marketing Manager Eskimo Joe’s Promotional Products Group Years At The Company: 10 M ikhael Reed is known as the Queen of Kindness according to her nominator, Stan Clark, founder and CEO of the Stillwater, Oklahoma- based distributor. She started at the company as public relations director in 2001, then left the state for a year and when she returned, she championed a new role that includes planning several annual end-users’ shows. “Her energy, attitude and passion to do whatever it takes to delight our clients in every way imaginable is unwavering. Our suppliers rave about what a great job she does in organizing the events, making our shows some of their favorites that they work all year,” Clark says. “She genuinely loves to serve others, so she naturally creates raving fans.” Best Part Of The Job: Creating relationships with my clients. I want to be their “go-to” contact for all things, and I love getting to know them personally and professionally. I also love the challenge of finding that perfect item for their marketing efforts or next big event. Biggest Challenge: Time. There never seems to be enough and I always want more time to work on projects for each of my clients. I also strive to do everything as quickly as possible and there are only so many hours in the day to get things done. Motivation To Deliver World-Class Service: I want to make people smile. And I want them to be happy that they contacted me for assistance with their marketing needs. I love hearing that whatever item we ordered for them exceeded their expectations. My No.1 goal each day is to blow our clients away with the best service. No. 1 Tip For Great Customer Service: Be responsive. Let your clients know that you saw their e-mail or got their voicemail and get back in touch with them as quickly as possible. Ordering promotional products and/or apparel is usually a very small part of your client’s job. Everyone is busy, and it is important to let them know you will get started on whatever they might need right away. Also, do what you can to make others feel special. Remember their birthday or anniversary, celebrate when they have a baby or get married, maybe even keep up with their travel plans or big work events they have coming up. Celebrate your clients and what is going on in their lives. And do everything you can to exceed their expectations. Go above and beyond to provide them with the best service they have ever received. At EJPPG, we like to say that we’ll treat you so well, you won’t believe it. Best Personal Customer Service Experience: I love the service I always receive from our friends at SanMar. Our outside rep, Tyler Thompson, and inside reps, Alena Yuhl and Connie Johnson, always go out of their way to exceed our expectations. I love how much they value our partnership and how they support our company and our team members. They set the bar for service in our industry. LIZ THILL Solutions Specialist Crystal D Years At The Company: 4 Continued on page 37 34 | NOVEMBER 2018 |