PPB December 2019

M ulti-line reps have one of the toughest jobs in the industry but for one pair of reps, Hillary Andrus makes all the difference. “Hillary treats her field team and our customers with a positive, friendly and super enthusiastic attitude,” say her nominators Chris and Karen Stauffer with CascadeMarketing Group. “She wears her superhero cape and responds to requests with lightning speed. And, every single time she lets us all know how excited she is to have the opportunity to work on the project at hand. Whatever the “ask,” she always makes time to go above and beyond by adding value and ideas. In nearly 18 months, we have had zero clients contact us with issues/challenges—this is because Hillary understands the big picture in cultivating relationships and doing the right thing to help our distributors secure the sale and deliver.” How Hillary Sees It Best Part Of The Job: I love coming up with creative suggestions for the specific projects the distributor is working on. Biggest Challenge: My biggest challenge is working behind the computer screen and not working with the distributor face to face. That is why I love attending shows. Her Inspiration To Go Above And Beyond: We have an awesome job where we get to be in a partnership with the distributors. I love it because we get to help each other and rely on each other to be successful. I find joy in the distributor’s successes as I truly believe we are a partnership. No. 1 Tip For Enhanced Customer Service: Each day find an opportunity to serve and make someone’s day brighter. Best Personal Customer Service Experience: The best service I have ever received was at a company that sells vitamins. I was thanked profusely for my order and I truly felt as if the owner recognized that my purchase was a big contribution to her and her company. She then followed up to see how I liked it. I felt important and I learned from that experience that each person should feel valued. SILAS BARKER Sales Representative Catania Medallic Specialty, Inc. Years At This Company: 1 L ast year, during the company’s busiest season, many of its factory workers came down with an illness causing the company to risk falling behind on production. Silas Barker, a new employee, jumped in to help. “He was very new, but just said, ‘Showme what I can do!’ says his nominator Priscilla Zietlow, who works in business development/sales. “He came in hours before the offices opened to help the factory. This enabled us to keep on track with all orders. We never fell behind or missed an event date; Silas was a key reason why. He was helping every department that he could, and we were all so grateful.” Since then, she has continued to have confidence that Barker can handle anything—even when she’s out of the office. “My customers always get the best of care from Silas. He gives them the same great customer service that he gives his own customers, fills me in on everything when I get back and lets me know exactly what I need to follow up on. Nothing has fallen through the cracks—there are no cracks working with Silas.” How Silas Sees It Best Part Of The Job: I love seeing what new custom item is going to cross my desk next; something that my client and I can create from the ground up for their customer is super rewarding. Biggest Challenge: Absolutely nothing. I love my job and have found my home; this is the field I was meant to be in, and I love every day of it. His Inspiration To Go Above And Beyond: Well, to me it is natural. I know how I like to be treated when I am shopping or spending my money. I have a choice on where to shop, just as my customers do, and I want them to choose me when they need a service such as ours. If you can build that relationship with them and take care of their needs by doing whatever it takes with a smile, there is no reason they should go anywhere else. I am a firm believer that people stay loyal to great service. No. 1 Tip For Enhanced Customer Service: Stay positive every day. We, as reps or just as people, can affect the people around us with a smile or a positive gesture. Remember that you chose your profession and there will be tough times, but as long as you wake up every day to brighten one person’s day or 100 people’s days, you will wake up every day loving what you do. Every day is another opportunity. Service Superheroes | FEATURE | DECEMBER 2019 | 63