Tip No. 8: Be nice
Ericka Sutton
Production Director, The Book Company (UPIC: BOOKCO)
Industry Career Snapshot: 11 years at The Book Company
Nominated by: Doug Greenhut, The Book Company
How She Earned Superhero Status: “From her calm, friendly demeanor to her helpful attitude, Ericka is someone that everyone wants to work with,” says Doug Greenhut, The Book Company. “She treats every one of our orders as a personal mission to fulfill—applying her complete skill set of organized coordination, honest communication and genuine caring. Our customers regularly compliment Ericka’s willingness to do whatever it takes to ensure their order is correct, complete and on time.”
In Ericka’s Own Words
Best Part Of The Job: “I can actually say that I enjoy coming to work every day. The Book Company is a great place to work. It’s a laid-back atmosphere and we have fun doing what we do. The production team has been together for a long time and we work really well together to get things done right.”
Most Valuable Customer Service Lesson Learned: “I’ve learned to value all of our customers and appreciate the effort they make each and every day to keep their end users happy. It’s not always easy but if their clients are happy, then they are happy, and so are we.”
Tip For Great Customer Service: “Be nice. Truly treat your customers the way you would want to be treated. And remember, all customers are important, no matter how large or small their order may be.”
Wish For One Superhero Power: “I would love to be able to fly and use my power of flight to make sure orders are always delivered on time. Sometimes it really takes a superhero effort to make that happen.”
Best Personal Customer Service Experience: “Recently I visited a local hardware store. I was not looking forward to this visit since the previous trip resulted in extremely poor service. Fortunately, this time was much different and much better. A saleswoman greeted us instantly as we entered the store. She was very attentive to our needs, wants and budget and made an effort to help every step of the way. She went above and beyond to make sure we got exactly what we wanted without being overbearing. I was so impressed by her attention to detail. I will definitely go back there again which shows how one person can make a big difference.”
How Ericka Saved The Day
“On more than one occasion, Ericka has volunteered to load cartons of books into her personal van to deliver them to hotels and even shipping docks to meet an in-hands date,” says nominator Doug Greenhut. “She has also driven more than an hour to Miami and three hours to Orlando to guarantee that a last-minute order is delivered on time.”
