PPB November 2020

ZOE PAYNE Customer Service Extraordinaire Logotricity Years at this company: 7 A rlington, Texas-based distributor Logotricity’s website states the company exists for one reason: tomake customers’ brandsmemorable. That all begins and ends withmemorable customer service, and Zoe Payne is at the core of that mission. “Zoe takes her responsibility seriously to provide superior service to our clients,” says her nominator and the company’s owner, MartyMcGee. “She is incredibly fast, accurate and, above all, knowledgeable. Clients appreciate her fun approach to products and her professional approach to getting their orders done right the first time, every time.” McGee says seldomdoes a week go by without her receiving unsolicited praise fromone client or another about Payne’s service. It all reflects back positively on the company that’s been in business since 1991. McGee hired Payne in 2013 froma customer service job with a printing company and she counts it as one of her best decisions. For example, she recalls recently being able to attend an industry event and not worrying about what was happening back at the office. “While everyone else was dashing to call into the office, I was networking, confident that Zoe had the phones covered and would handle everything perfectly.” McGee also says Payne is excellent at finding exactly what the customer wants—even if they have no idea themselves. “Zoe is able to take a vague idea and run with it—and she always nails it. This is why our customers sing her praises and continue to come back, time after time. She is every salesperson’s and business owner’s dream.” Payne’s customer service and follow-through skills are legendary among their clients, says McGee. “We have a large customer base at a nearby college. It is widely known that if you place an order with Zoe, the initial quote andmockup will be arriving in your inbox almost instantaneously. Although obviously that is a bit of an exaggeration, we’ve heard customers joke that it might arrive before the phone call actually ends. She is extraordinarily quick and accurate.” Also, in recent months, as sales lagged during the COVID-19 lockdown, Payne took the initiative to reach out to key clients and suppliers to check in and see how they were faring. “While she’s quick to tell you that she is not a salesperson, she’s better at interacting on the phone with clients than any salesperson we’ve ever had,” says McGee. “As a result, our business is still strong; relationships are key, and Zoe is a treasure.” One-On-One With Zoe Payne How the pandemic has affected her approach: I have been working remotely since the end of March, but I am still able to provide the customer service that I expect of myself—nothing short of exceptional. I think everyone deserves the best, so that’s what I try to give them. Sometimes I give customers my cell phone number if I have an appointment or if I will be away from my desk for a period of time, and I’m definitely on the phone a little longer than a usual day since I have my desk at my house, so it’s easy to answer emails even after I’m supposed to be finished working for the day. But if a customer needs something, I’ll answer them despite what time it is. Her inspiration to deliver great service: I respect and love working with our customers. I put myself in their position and think about what I would want to deal with as a customer, and then I go above that and try to do more. (I’ve always been a little of an overachiever. Lol!) No. 1 tip to share with others: Deliver service as if you were the one getting the service—and do more. Best personal customer service experience: Any time I have a problem with an online order, for example with Amazon, they are exceptional in dealing quickly and efficiently with customers. I had a package that never arrived, and they didn’t grill me or accuse me of receiving it and wanting my money back, they simply apologized and refunded my money so I could reorder the item. It was our mail carrier’s fault because they tend to leave packages outside the mailroom lockers, but Amazon took responsibility anyway because I’m their customer. They went above and beyond, and I love that! It’s why I’ll continue to buy through Amazon. FEATURE | Service Superheroes 26 | NOVEMBER 2020 |