Tip No. 9: Follow the Golden Rule
Gary Thorne
Territory Manager, Edwards Garment (UPIC: EDWARDSG)
Industry Career Snapshot: Seven years at Edwards Garment; previously with TriMark/Rivers End and Hanes Printables, for a total of 27 years in the industry
Nominated by: Charlie Potts, Scrubs & Beyond
How Gary Earned Superhero Status: “Gary is absolutely the best promotional apparel sales rep I have dealt with in my 16 years in the industry,” says nominator Charlie Potts, Scrubs & Beyond. “He combines his extensive knowledge of his product line with impeccable attention to our account. He is always looking for new ways to present Edwards apparel to our clients. He really takes it to the next level by being an extension of our national sales team when presenting new ideas and solutions.”
In Gary’s Own Words
Best Part Of The Job: “Customers! I encounter new challenges and opportunities each and every day.”
Most Valuable Customer Service Lesson Learned: “I have had the opportunity to work for some very smart people in my career and one taught me to deliver ‘good news’ fast and deliver ‘bad news’ faster. Every company has challenges; the quicker customers understand and have all of the information, the quicker you can help work through the challenges.”
Tip For Great Customer Service: “A very simple rule … treat others as you would like to be treated.”
Wish For One Superhero Power: “The ability to anticipate customers’ needs—that would enhance my ability to deliver even better customer service, which is one of the many things I enjoy about my job.
Best Personal Customer Service Experience: “Nordstrom. While on a business trip to Chicago I purchased a great-looking pair of leather suspenders (this was during my suspenders-with-suits phase). I had to have them altered by a shoe repair shop and every time I wore them, people made fun of them—even my wife. Two months later on my next trip to Chicago I took the suspenders back to Nordstrom without a receipt. They swapped them for a different design, a less expensive pair, and even gave me the difference in cash. Today I shop at Nordstrom often, and I bring my wife along for a second opinion.”
How Gary Saved The Day
Two years ago Edwards experienced some inventory issues with a new product Charlie Potts put into a program for a major hospital client. “The new item was so great that there was no way Edwards could have forecasted the amazing demand,” Potts explains. “Gary went to bat for us to get senior management at Edwards involved to expedite both the manufacturing and shipment of the item to take care of our customer. Gary stayed in constant communication with me throughout the entire process and never shied away from getting answers to some very tough questions. His handling of this difficult situation actually strengthened the relationship between [our companies].”
