PPB November 2020

TOM WARKEL Solutions Specialist Crystal D Years with this company: 12 T omWarkel’s title clearly describes what he’s responsible for achieving at St. Paul, Minnesota, supplier Crystal D. But his aim to provide solutions extends not to just Crystal D customers but to colleagues at every level within the company. Warkel’s exemplary service is noticed across the organization and resulted in five nominations from the controller/ purchasing manager and vice president of operations, to colleagues in business development and marketing. While crises can have disastrous results on a company’s level of service, Warkel stepped up during the pandemic, working as part of a skeleton crew from home in March when Minnesota’s governor shut down all non- essential business. “Tom took care of every phone call and email that came in from every territory we have. He went above and beyond for not only his customers but the customers still working in his coworkers’ territories,” says nominator and colleague, Jen Jezierski. “Every single customer was treated as if they were the most important person, and Tom was able to answer as many questions as he could about ship dates based on information our governor was giving us. Tom is not only a superhero to our distributors, but he’s a superhero to us internally as well.” Another nominator and vice president of operations, Kari Hurtis, says, “Tom is truly an advocate for our customers. His only goal is to leave the customer absolutely ‘wowed’ at the end of every experience.” She describes Warkel as knowledgeable in sales and recognition, logical and creative, and says he thrives on learning and shares that education with customers and their clients. “There is no idea that is too big for Tom,” she says. “He may not have answers immediately, but he will work tirelessly to make it work. His goal is to make sure the recipient feels nothing short of special and the customer looks nothing short of a hero.” Nominator Cathy Klein, controller and purchasing manager, is equally impressed with how often Warkel goes beyond what’s expected to deliver a truly delightful customer experience. “If the customer sends in a request for a quote and Tom thinks there might be a better option, he not only supplies the information they asked for, but includes his ideas for their project as well.” One-On-One With Tom Warkel How the pandemic has affected his approach: It has actually made it easier as customers have had more time to dive deeper into opportunities. I love helping my clients look like rock stars to their customers. His inspiration to deliver great service: [My inspiration comes from] working for an organization I am extremely proud of and refuse to let down. Every contact I have with a customer reflects not just on me, but on everyone at Crystal D. No. 1 tip to share with others: Give customers what they ask for, then give them what they didn’t ask for but should have. Tip 1A: always make them laugh or smile. Best personal customer service experience: The last time I got a haircut, I was told how handsome I was. Why was that impressive? See photo above (Lol!). Tina Berres Filipski is editor of PPB. FEATURE | Service Superheroes 28 | NOVEMBER 2020 |