PPB November 2020

SUSIE GOOBIE, MAS Client Experience Creator & Sales Relationship Manager Innovatex Solutions, Inc. Years with the company: 6 S usie Goobie, MAS, joined Richmond Hill, Ontario-based distributor Innovatex Solutions Inc. six years ago in a part-time administrative role and grew into a customer service/sales role—and a full-time position. She’s worked in the promotional products industry for more than 25 years and was previously sales and marketing coordinator with a writing instrument company at its Canadian facility. Nominator Ann Baiden owns Innovatex Solutions and works closely with Goobie on a daily basis. “As our offices are across from each other, I have firsthand insight into the positive experiences she creates for her customers. She truly goes above and beyond to ensure that she understands her clients’ needs, their ROI goal and that they achieve results. We all know that the occasional order can get derailed. When it does, Susie ensures that her clients are taken care of and works tirelessly to find fair solutions that work.” For example, Baiden says a long-time client recently placed an order for face masks, approved the proof and the order was sent to production. “Suddenly, a mandate was sent from their head office stating they were not allowed to supply masks to their employees. The decals for the masks had already been produced, and Susie worked nonstop to find a solution that worked for everyone, even though the client had approved everything and was responsible for the purchase. The long- term relationship was much more important to her than one sale. The supplier appreciated her going the extra mile to find a way to use the decals, and that she took responsibility for them. The client’s trust was deepened by her transparency and the lengths that she exercised to help them out of a situation that they knew was their own fault. What could have resulted in a negative experience was turned into a positive by her ability to be both patient and real.” One-On-One With Susie Goobie, MAS How the pandemic has affected her approach: We have always worked from home and the office as we are totally set up to work online anywhere. Nothing changed too much as it was easy to adapt. We do lots of Zoom meetings now so we can meet with our team and discuss what we need to do. We have a great team. Her inspiration to deliver great service: The outcome is almost guaranteed when you go above and beyond what customers expect. I always want to make the customers feel like I’m smiling either behind the phone or my emails. When you approach anything you do, positivity vs. negativity guarantees a smile and it usually rubs off on the recipient. Always try to have light conversations and make them feel comfortable. This way it’s a win-win for both parties. It doesn’t cost anything to make someone happy. No. 1 tip to share with others: You have a choice. Treat people well, go above and beyond, and the success for you to succeed is in the palm of your hand. Nobody feels good not helping another person. It’s not a “feel- good” feeling. Best personal customer service experience: I had great customer service when my husband and I traveled in Eastern Canada. We went to a steak restaurant in Halifax and had the best waitress. She was genuinely happy to serve us and struck up conversations with a huge smile. She went out of her way to write down places we should visit and made our stay for the two weeks fantastic. She was a student and working to put herself through school. We exchanged emails and I still correspond with her today. She graduated university and is now a teacher. She deserved the best tip as she went above and beyond to make our night special. Service Superheroes | FEATURE | NOVEMBER 2020 | 19