Each quarter, we send our customers a Net Promoter Score survey. Quarter after quarter, our scores show that we deliver a world-class customer experience. (See Net Promoter Score Table)
We’ve earned our customers’ loyalty. Our world-class customer service differentiates us from competitors.
To explain how we do that, the leadership team asked Customer Service Manager Beatrice Garcia to share her insights about what makes our customer experience exceptional.
In collaboration with Patrick Delaney, one of our account representatives, we organized their insights into five features of a world-class customer experience:
1
Hyper-Personalization.
Hyper-personalization is one of the latest business buzzwords. But at Wertheimer Box, we do more than buzz about it. We live it.
For example, you’ll:
- Talk to a Live Person
- Enjoy a Dedicated Account Team
- Appreciate Our Attention to Detail
Talk to a Live Person
Are you a new or existing customer, calling our main switchboard during business hours? You won’t get a voicemail message or a robot. You won’t get bounced from department to department.
You’ll get a live, pleasant person, usually Liliana or Donna, who will connect you to the person who can solve your problem or answer your question.
We understand your time is valuable, and we won’t disrespect it or you.
Enjoy a Dedicated Account Team
Not only do human beings answer our phones, but you also won’t get bounced from one customer service representative to another, or from one account manager to another. Our customers tell us they appreciate that.
Instead, our customers have dedicated account teams, the same two people every time:
- A responsive customer service representative
- An experienced account representative
Your dedicated account team is there to support you from order inquiry to post-delivery. Moreover, we crosstrain our customer service team so we can easily cover your inquiry when someone steps away from their desk or is on vacation.
This means you won’t have to repeat your story four times, get stuck in a loop of automated phone prompts, or wonder if your urgent request fell into a black hole.
When you call our company, you won’t get a voicemail message or a robot. You’ll get a live, pleasant person, usually Liliana or Donna. We know your time is valuable, and we’ll help you get answers quickly.
2
“One-Touch” Resolution.
As much as possible, we strive for frictionless resolution. In other words, we’ll usually resolve any issue in one phone call.
Our customers frequently tell us they appreciate our responsiveness. Some say they appreciate that we respond at all (!), because that is not their experience at other companies.
If we can’t answer your question, we’ll track down the information or connect you with the right expert on the spot.
We know that time is money, and we won’t waste your time.
Net Promoter Score
Our Net Promoter Score is “world-class” according to the scale established by Bain & Company, which pioneered the metric. Our score has consistently averaged in the 80s. The key below defines the scores.
At Wertheimer, we often say we treat customers like family. In manufacturing terms, this means our team takes personal responsibility and accountability for your packaging production.
NPS Score and Its Meaning
- 50+ = Excellent
- 20+ = Favorable
- >0 = Good
3
Radical Proactivity.
Our customer service team doesn’t just process orders. We strive to:
- Communicate transparently
- Anticipate needs
- Consider your preferences
Transparent Customer Communication
Clear communication is one of our company’s five critical touchpoints for quality. We keep the lines of communication open—even after receiving your signed purchase order. You’re not just another project to us.
For example, to keep customers informed, we email packaging production updates throughout the process and train new customer service representatives to do the same. We’ll notify you about the:
- Delivery of your tooling dies
- Arrival of your corrugated sheets from our corrugator
- Manufacturing
- Shipping and delivery dates
Our customers say they value our fast turnaround times and that we keep our promises with prompt, on-time deliveries.
This enables our manufacturing customers to know when their kraft shipping boxes, branded boxes, or other packaging will be ready for their production lines. Likewise, ecommerce or retail customers know when their products can ship or appear in their attractive store displays.
We’ll also let you know about any unforeseen delays. You won’t have to call and ask, “Where’s my order?”
If you do email us when we’re away from our desks, we will return your email promptly.
Our customers tell us they like that we communicate proactively and transparently.
We enter relevant information into our electronic database so it’s readily available for future estimates, production, or reorders.
Anticipating Needs
Additionally, our account managers anticipate your needs. They will know when your busy season is and remember seasonal or holiday trends.
For example, we anticipate your reorders.
We’ll enter relevant information into our electronic database so it’s readily available for future estimates, production, or reorders.
- Specification drawings (CADs)
- Print cards
- Previous quantities ordered and dates
- Areas for future optimization
We’ll ensure your packaging is available when you need it.
Understanding Your Preferences
We also learn about your company’s preferences and your personal preferences.
- Prefer a phone call rather than an email? We’ll call you.
- Need a sample when your sales representative is in the field? We’ll make sure you get it.
- Use your own transportation company? We’ll remember that.
4
High Emotional Intelligence (EQ) and Technical Knowledge
Two important characteristics of our customer service team are:
- High Emotional Intelligence (EQ)
- Advanced Technical Knowledge
High EQ
We’re proud of our low employee turnover at our company, and we also have achieved tremendous growth. For that reason, we sometimes hire new customer service representatives.
We look for candidates with a high EQ—someone who will remain calm even if things go sideways. We hire people who are professional, empathetic, and honest.
Our customers tell us they appreciate our follow-through.
Advanced Technical Knowledge
Our customer service team understands the technical processes and steps involved in packaging production. Most of our customer service representatives have been with our company for 10+ years. I’ve been here more than 20 years.
Of course, we also train new people in our processes. This technical knowledge enables us to see around corners.
5
Generational Knowledge, Continuity, and Advocacy
Generational Knowledge and Continuity
Founded in 1939, our Chicago-based company has deep roots, technical ability, and strong relationships with partners and customers.
As part of SupplyOne, we can maintain the best our company has to offer while developing broader capabilities nationwide.
Fierce Advocacy
What a Partnership Looks Like
At Wertheimer, we often say we treat customers like family. In manufacturing terms, this means our team takes personal responsibility and accountability for your packaging production.
In other words, we’re fierce advocates for every account.
Moreover, just as family members step up when someone needs help, we go through extra hoops for our customers when they need it.
Follow-through
We don’t hide behind an automated email. We’ll get on the phone and resolve the problem because that’s what partners do.
Examples of Our Fierce Advocacy
“Joe” forgot to place an order? We’ve got your back.
Is your annual busy season approaching? We’ll help ensure that your packaging arrives in time for your annual rush.
Have you told us about an internal production deadline or launch? We’ll move mountains to ensure your packaging arrives when and where you need it.
Did the new shipping person use all the large boxes for smaller products? We’ll go the extra mile to speed up your production and delivery of the large boxes. That helps ensure your production line remains open and your products continue to ship.
Discover how our adaptable staff resolved a new customer’s production line problem.
Sustained Partnerships
Furthermore, our service doesn’t end when the pallet hits the dock. We follow up with our two-question customer survey.
Usually, this provides our teams with positive feedback. Occasionally, it helps us to address a problem or oversight.
At Wertheimer, we often say we treat customers like family. In manufacturing terms, this means our team takes personal responsibility and accountability for your packaging production.
We don’t hide behind an automated email. We’ll get on the phone and resolve the problem because that’s what partners do.
Summary
In summary, our team:
- Puts the customization into hyper-personalization.
- Pursues frictionless problem-solving.
- Acts proactively.
- Understands the technical aspects of packaging while honing the soft skills of personal interactions.
- Reaps the benefits of generational knowledge and continuity along with fierce customer advocacy.
Are we perfect? Of course, not. But we strive for the ultimate customer experience.
Read two account representatives’ thoughts on building customer trust and confidence and building customer relationships.
Beatrice Garcia
