Posted tagged ‘new customers’

Customer Service: It’s easy to say, but can you walk the walk? We do everyday.

August 30, 2011

OK, this is really pulling back the curtains on Innovative-IDM’s Legendary Customer Service. Sure, there are the normal business metrics that help us track our service, but there also is “The LCS Score Sheet.” So, as you look at the score sheet below, it’s worth noting several things:

1. Every morning we assemble to recognize employees for acts of kindness and servitude toward customers and each other. It could have been staying late, handwriting a much-deserved thank you card, helping a fellow employee complete a project, finding a part late in the day, or making sure a finished product made it out the door TODAY (not tomorrow).

2. Each day, a different employee leads this recognition meeting. Employees are divided into teams. These teams compete to determine who is best at serving customers. Each act of service is recorded on the score sheet. Points are awarded, a scoreboard is kept, and the winning team for that month is awarded a team celebration lunch and a half day off.

3. Vanessa Adams was the scribe for this morning’s meeting. A couple of things are noteworthy and highlighted above: First, she used the word SODA, which is shorthand for “I’m a Midwesterner” (which is cool). Secondly, note Vanessa’s proper use of the word “ensure,” even though she was taking notes in a pressure situation and under the twirling distraction of party lights, upbeat tunes and a disco ball. Nice work from Vanessa, who works in accounting but spends most her time serving customers.


Busted Chops from a Teammate

August 22, 2008

Go ahead, ask Jeffery Miller about it. At IA, the company is divided into teams who compete each month to see who can dole out the most LEGENDARY customer service. Points are awarded for legendary acts and the winning team gets a half day off and their names on the LCS Cup.

Miller’s own teammate, Michael Mueller, busted Miller’s chops for not taking enough credit for customer service acts in our morning meetings this month. Miller, on the other hand, has been busy out selling Yaskawa, Parker, Omron, WAGO and other products. We’ll see what happens at the meeting this morning.

Cookie Monster in Carrollton

July 31, 2008

What shows up in the breakroom this morning? A cookie basket. turns out, a prospective employee who had interviewed with Tim Mueller sent the basket as a token of his appreciation.

Maybe he knew that Innovative sends cookie baskets to many of its new customers as part of a welcome pack. Looks like we might have found a new cookie vendor, too.

Also, it’s completely false that Sesame Street renamed the Cookie Monster to Veggie Monster. Just ain’t true. — ph