PPB November 2021

Regina Garofalo Customer Loyalty Advisor Incentive Concepts St. Louis, Missouri “T hose who bring sunshine into the lives of others cannot keep it from themselves.” British playwright James M. Barrie’s quote encapsulates what makes Regina Garofalo’s service so memorable—it’s her attitude. Forty years ago this month, Garofalo started working in the promo industry; she’s been with Incentive Concepts for four and a half years. “Regina is the brightest light in the office,” says her nominator Kristi Woods, operations manager. “She has amazing energy and is truly excited to come to work every day. Regina is also the first to jump in and help when needed and has become amentor to new staff members, taking themunder her wing and leading by example.” Woods explains that recent supply chain issues have made it difficult to confirm product availability. “Regardless, Regina immediately identifies problems, works with our brand partners to develop solutions and presents alternatives to our customers. While we bombard Regina with countless requests, she finds ways to salvage orders using creativity and out-of-the-box thinking.” Garofalo’s flexibility is also key to her success. “In the current climate, we may start out with Plan A, but by the time we execute, the plan has been revised to Plan B, C or D … or even a hybrid plan so that we can deliver what is being requested. Being flexible, compassionate and having a sense of humor helps everyone during these unusual and challenging times,” says Garofalo. However, the challenges never affect how she sees the client. “Without a doubt, Regina’s greatest asset is her attitude. She is so positive and has an ‘I want to help you’ mentality that can’t be taught,” adds Woods. In Regina’s Words What inspires you to go above and beyond what customers expect? It absolutely breaks my heart when anyone is disappointed— ever. I want to help all our customers win. It takes everyone on the Incentive Concepts team to do their part every day to help me succeed. When I succeed, my customers succeed. When my customers succeed, their clients succeed. Hopefully, our customers recognize this and will return in the future. This drives my passion for being the best I can be. What’s your best advice for others wanting to improve their customer service skills? Daily exercise before work; it gets your blood pumping and clears your head, so you are ready for the day ahead. Be positive; get creative, adapt to situations as they arise and provide alternative solutions. When time permits, organize fun team-building activities with your co-workers. A little fun goes a long way, provides needed distractions and strengthens the entire team. View issues and obstacles as opportunities and challenges and be a customer service ninja. What’s an example of the best service you’ve received, why was it impressive and how did it make you feel? My husband and I recently bought a house, and our loan officer and the bank were amazing. Debbie (our loan officer) was efficient, engaged and kept us in the loop throughout the entire process. She quickly became my new BFF and I actually miss her! While I hope I am done buying houses, I will recommend Debbie to anyone searching for a mortgage lender. She exceeded our expectations. PPB Service Superheroes | FEATURE | NOVEMBER 2021 | 29