PPB November 2021

Debbie Braunstein Senior Account Manager The Book Company Delray Beach, Florida In Debbie’s Words What inspires you to go above and beyond what customers expect? I always put myself in their shoes. I know that the suggestions and information that I give the client helps put money in their pocket, a smile on their face and gives them a feeling of accomplishment. It gives me great pride to be able to help our clients succeed. What’s your best advice for others wanting to improve their customer service skills? Listen. Don’t be afraid to ask questions. Give concise information that’s easily understood and search out information if you don’t know the answer. Don’t be afraid to say, “I don’t know.” And then follow through and follow up. What’s an example of the best service you’ve received, why was it impressive and how did it make you feel? The best customer service experience that I have been on the receiving end of was during Hurricane Matthew in 2016. Just prior to the hurricane, we had an outside electrical outlet installed on our patio wall. As Hurricane Matthew was quickly approaching, we started installing our hurricane shutters but found that the electrical outlet that had been installed was too close to the window, making it impossible for us to install the shutters. I quickly called the electrical contractor and told him of the problem. He said he would be at our home within the hour. Thirty minutes later with wind blowing and rain coming down, he pulled into our driveway as promised. He not only repaired the position of the outlet, but also installed the hurricane shutters for us as well. What an amazing company run by an amazing person! I have since recommended his company to many neighbors. T en years ago, Debbie Braunstein joined supplier The Book Company after spending 13 years with another industry supplier. She has invested a total of 39 years in the promo industry. “Debbie is a quiet powerhouse,” says her nominator Roni Wright, MAS, VP at The Book Company. “She is never in your face, never disrespectful, never boastful or looking to take credit. She just really, really cares about servicing her customer accounts.” Wright, who hired Braunstein immediately after receiving her resume, says, “The level of service Debbie provides, whether for an actual order or even for submission of a great idea, is beyond superhero … it’s service with a genuine investment in every distributor’s success.” Wright explains that Braunstein takes on every customer interaction as a personal mission, acting as an advocate to successfully fill every request, solve every problem, answer every phone call and follow-up on every sample and order. It’s a responsibility that has become even more important but difficult to achieve following the pandemic as the publishers the company purchases books and other products from struggle with deliveries from overseas and domestic sources. “I communicate honestly with our customers, offer solutions for the products that their clients may have requested but may not be able to get. I put on my creative thinking cap and offer alternative solutions, so our client looks great in the end,” says Braunstein. PPB Service Superheroes | FEATURE | NOVEMBER 2021 | 27