Customer Service Stories of Greatness

Legendary Customer Service!


At Innovative, customer service is COMPETITIVE. We push each other internally to raise the bar on customer service. Sure, we have our winning team of employees. But, the real winner is YOU, our customer!

Did you know all Innovative employees are divided into four different internal teams? These teams compete monthly to see which team can help customers the most! The team that accumulates the most points for the month wins!

At 8:30 a.m. every workday, the entire Innovative team meets to share LEGENDARY acts from the previous day. Team members are recognized and earn points for helping customers, not in an average way but in a way that is LEGENDARY! At the end of each week, the one person who performed the most LEGENDARY act for the week is recognized.

Winners for LAST MONTH are . . .






















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Week 1: Lonnie Wins! Most Legendary Customer Service Act of the Week!


“Ask Lonnie” is a common phrase in the hallways of IA HQ. So when the customer called in with an incomplete part number, our customer service agent took the problem to Lonnie Muse. After about an hour of research, Lonnie deciphered the problem, had the correct part number pegged and the customer had the part on order without any extra effort. Truly LEGENDARY service.

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Week 2: Britt Wins! Most Legendary Customer Service Act of the Week!


In 2009, several members of the Innovative staff joined the exclusive President’s Club which meant (this year) a seven-day cruise in the Caribbean with president Gene Gray and everyone’s spouse. Well, these kind of trips don’t just happen by magic, and it was Britt Welch’s planning of all the arrangements that made the travel part of the trip uneventful. In other words, everything was perfectly planned, and Britt made it happen.

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Week 3: Brad Wins! Most Legendary Customer Service Act of the Week!


Innovative’s Mike Davila was onsite with a customer (as usual) and the topic of conversation turned to customer service. In most instances in the continental US, these conversations are about problems. However, in the World According to Innovative, they often go like this one — the customer singing the praises of how well they are taken care of by our staff. In this particular instance, it was Brad Swift who was singled out as the Keeper of LEGENDARY customer service. Nice job, Brad.

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Week 4: Value Added Services Staff Wins! Most Legendary Customer Service Act of the Week!


With their backs to the wall on deadline, Michael Moore, Cyrus Jahani, Carlos Cardenes, Nasario Cano rocked out some control panels for a customer. Turns out in the end, they delivered a day early. Took a lot of late hours to make it happen, and the VAS was LEGENDARY to the task.

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