PPB November 2021

FEATURE | PPB Service Superheroes Michael Kinner Senior Account Specialist Victorinox Swiss Army Monroe, Connecticut “M ichael is the epitome of a service professional. He goes above and beyond making sure that every facet of my orders is handled in the most proficient and effective way,” says Mary Durocher, managing member of distributor Forte Gifts, LLC, and one of four nominators. “He never loses his cool, and we have had orders that, once in production, have gone sideways. He always has a cheery and positive attitude no matter the stress involved.” Kinner has always been keenly focused on his customer— even when his role didn’t seem too customer-centric. Before joining the promo industry 15 years ago (he’s been with Victorinox for 12 years and in his current position for three), he was a visual manager for Macy’s. “What most people are unaware of regarding a visual manager is that the role was as much about the customer as it was about the displays,” Kinner explains. Another nominator, Stephanie Sage, senior specialist inside sales, works closely with him every day. “Michael expresses empathy and compassion in every interaction he has with our customers. His genuine concern has created an emotional connection with so many of our distributors. Michael is a huge part of why so many distributors continue to work with us.” Nominator Janet L. Jones, senior regional sales manager, agrees. “Michael always finds a way to ‘get it done,’ through his expertise or creativity. His follow-through is superb and he’s the most consistently positive person in the division.” In Michael’s Words What inspires you to go above and beyond what customers expect? My customers. They are the best part of my job, and they continue to inspire me. What’s your best advice for others wanting to improve their customer service skills? Make authentic connections. Those connections will motivate and sustain you. What’s an example of the best service you’ve received, why was it impressive and how did it make you feel? The Apple Store. I dropped my phone and the screen cracked. I could see and hear incoming calls but was unable to pick it up. Annoyed, I made my way down to purchase a new phone. The location was busy, loud and chaotic, however, getting my new phone up and running seemed to be my rep’s only priority. The care, patience and professionalism of my rep at Apple absolutely blew me away. 30 | NOVEMBER 2021 |