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The Key to Exceeding Customer Expectations is Hiring Great People

Jim Andersen

We really value feedback from our customers. It helps us make sure that we are meeting our customers’ demands and delivering on our promises of highly effective direct mail. It’s also a great opportunity to talk about next steps and how we can help further grow their business and support them as partners.

Recently, some of my colleagues and I went to visit with a client for an annual review of our services. We knew that 2013 had been a good year for our company in terms of revenue and growth, but that doesn’t necessarily translate into client satisfaction. But as far as the client was concerned, IWCO Direct had a banner year.

It’s great to hear that your product is doing well and making the client happy, but it’s another feeling of pride altogether when you are told that the service is outstanding. This client cited how, on occasion, they can be difficult to work with. They mentioned times when quantities have changed and how, like most businesses, their tight timeframes for mail drops were admittedly hard to meet.

Despite these challenges, the client was happy with the services they received from us. And while our production lines are efficient and technology state-of-the-art, it’s really the people that make us great. All of our employees – from the account executives to production floor – are committed to going above and beyond for each client. Their attention to detail and willingness to adapt to a client’s changing needs makes them invaluable to us as an organization.

Similar to our success as a business, it’s easy to see where we excel, but it takes on new significance when a customer acknowledges it. This is exactly what occurred at our review – on a number of occasions the client referenced the fantastic job our internal team does. We never work for kudos, only for a job well-done, but this review made us proud of our work and humbled to see it recognized. Exceeding customer expectations is what we aim for, and hitting that mark is why we do what we do.

link https://www.iwco.com/blog/2014/01/31/exceeding-customer-expecations-by-hiring-great-people/
Jim Andersen

Author

Jim Andersen

Executive Chairman and graduate of American University in Washington, D.C. Bringing the “we versus me” philosophy to IWCO Direct for 20 years. 2010 Harry V. Quadracci VISION award winner from the Printing Industries of America and 2008 Printing Impressions/RIT Printing Industry Hall of Fame inductee. Avid golfer and NY Football Giants fanatic.

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