Everyday Customer Champions are the people who inspire you to go back to an establishment again and again—whether B2B or B2C. Often they are the unsung customer heroes at the front lines who ensure that you have a great experience or that your problem is solved—even if it means going out of their way.
So, who is your Everyday Customer Champion? Is it a barista at Starbuck’s or a salesperson at Nordstrom or perhaps your local dry cleaner or gas station attendant, or maybe it’s a B2B sales or service rep at a supplier’s firm?
Take a moment to recognize him or her below. You’ll be glad you did.
To recognize an Everyday Customer Champion, simply email your story to Ginger Conlon. 1to1 will post all approved stories as soon as possible.
Monthly Champion Archives:
This year, 1to1 Magazine's Customer Champion photo shoot was held at Grand Central Terminal. In addition to the shoot, the 1to1 Customer Champions - along with some members of the 1to1 Media staff - were treated to a behind-the-scenes tour of Grand Central by Dan Brucker, media relations officer for Metro-North Railroad. Dan was also our primary contact for the coordination of the photo shoot at the world's busiest train terminal.
Rajan Sodhi, PEER 1's vice president of marketing and communications, constantly thinks outside of the box to build strong relationships with PEER 1 customers. He lives by the philosophy of "making the customer the star," and develops unique ways to showcase the great things PEER 1's customers are doing. For example, Rajan has directed videos about successful customers and regularly spotlights customers on the company blogs.
In October, my parents ended their relationship with their bank and started banking with Dollar Bank, a regional operation in Pittsburgh and Cleveland metropolitan areas that has been in business since 1855. From my parents' accounts, the branch operations administrator Noreen Dirling takes great care of her customers.
I recently stayed at a Hilton Garden Inn during a trip to Atlanta. When I walked over to the desk in my room to set down my computer, I noticed a note on the HGI pad on the desk. At first I thought it was a note written by the previous guest, but not thrown away. When I read, though, I realized it was for me from the housekeeping staff member who prepared my room that day. The note said, "The road to success is always under construction." It was signed, "Rosaria." I smiled and tucked the note in the folder I uses as my "mobile office."
Continue reading "Rosaria of the Hilton Garden Inn: Suite Service" »
Program Director Don Craney is my customer liaison at NetSuite, in San Mateo, CA. Since day one Don has worked tirelessly to ensure the successful implementation, management, and growth of his product within my organization. All anyone can ask for from a relationship manager is to be accessible, cordial, timely, and knowledgeable and Don exceeds expectations on all levels. Don's true talent lies in his ability to acquire appropriate resources, load-balance and explain production timelines - without giving any "fairy-tale" scenarios. As a project manager this proves invaluable to my organization. We've gone from being in disarray to a staunch supporter, thanks to Don.
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Recognized by a 1to1 reader
Janaya Jane, a sales Associate for Ann Taylor Loft in Darien, CT, helped me select several spring outfits, making it easy and enjoyable. She anticipated my needs and exceeded my expectations. This is an experience that I have had many times in Ann Taylor Loft and is clearly part of their culture.
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Recognized by Marji Chimes
Kristie Foster, owner of KrisTEE's in Astoria, NY, has two ways she engages her customers. One is in her retail shop, of course. She welcomes every customer and lets them know she's there if they need assistance--the implication being that she won't be hovering over them, as is the case in many upscale boutiques. If a customer takes extra time to look at a specific item, she'll tell her about it: designer, size/color options, what it looks good with, etc. Her approach is helpful without being intrusive. If something looks good on you, she says so; but unlike retailers just angling for the next sale, if it doesn't, she says so and offers to find something that better suits you among similar options.
Continue reading "Kristie Foster: Mastering the Personal Touch" »
Tony, owner of Martinizing Dry Cleaning in Westchester, OH, has been in business for almost two years and it is a pleasure each time I visit his store. He always greets me by name, asks about my husband (by name), and always has a pleasant smile and happy demeanor to welcome each customer. On occasion, Tony has even carried my dry cleaning to my car for me.
Continue reading "Tony of Martinizing Dry Cleaning: Making Customers Feel Welcome" »
Anita Baude, owner of Primrose School of Leawood in Leawood, KS, strives to make her school much more than a daycare. Her business has two distinct sets of customers. The children need to feel safe and be motivated to learn. Parents want to know that a child is safe and well-cared for.
Anita creates an environment that cares for both groups. She does this through active coaching of employees. She has shaped a safe haven for children to develop socially and educationally. I admire her ability to consistently handle what could easily become chaos in a calm and pleasant matter.
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Recognized by Nickolas Skelton
Anthony Rentas, a personal trainer with 24 Hour Fitness in Pembroke Pines, FL, has helped me achieve personal fitness goals that I have been unable to achieve on my own. He challenges me, yet safeguards me from injury. I owe my success to his professionalism and knowledge. He has changed my life.
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Recognized by Barbara Riley
Every time you walk in, Anke, the receptionist at Avon Mitri - Optometrist in Johannesburg, South Africa, is able to assist you, and does an excellent job of adjusting glasses to boot! Refreshingly helpful...
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Recognized by Claire Eksteen
We had just moved to Stillwater, OK, and my daughter became very ill. We had no doctor in town yet so I went to the pharmacy. Alan, owner of Alan's Pharmacy, loaded me up with all kinds of samples and recommended a wonderful doctor. He even called the next day to see how my daughter was feeling and if I needed anything else he would go in and open the pharmacy to get it for me.
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Recognized by Jeanne Westbrook
I have now purchased my third vehicle from Paul Brauer, a sales representative at Saturn of Roswell (Georgia). He remembers my name every time I walk in either to buy a car or simply have it maintenanced. Not only the recognition of my name, but he remembers what I was up to the last time that we talked.
When I purchased my second car from him, it was just before my birthday so he made sure to have my car (that had come straight from the plant ready for me) front and center in the show room complete with balloons. I have moved further away from the dealership since I first started working with him, but will drive the extra miles just to go see him. Thank you, Paul!
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Recognized by Alyssa Vantuyl
Applebee's bartender Kate, in El Cajon, CA, always has a smile, always gets the order right; when I sit down she know what I want to drink, and when my food comes she always makes sure it is perfect. She has treated my wife and I like a King and Queen. She should teach others what customer service means.
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Recognized by Les Ford
Owner of Cyclepath Bicycles in Pleasanton, CA, Joel Davis finds success by focusing on the customer and investing in the local cycling community. Joel's actions tell you he is far more interested in creating the best cycling experience for his customers. If in the process he is able to complete a sale, great. He sponsors weekly rides, participating himself. During the weekly rides, Joel's focus is to create a challenging, enjoyable experience, but always "watching over" newbies. Joel exemplifies the notion of an Everyday Customer Champion.
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Recognized by Kirby Drysen
I purchased my first car recently and Saturn appealed to me because of their no-haggle price policy. What surprised me, however, was that Gary LaPointe, the finance manager of Saturn of Berlin, in Berlin, CT, didn't try to sell me anything extra after I agreed to buy the car. He didn't try to sell me on an extended warranty, and very honestly explained the downsides to each of the additional coverages I could purchase, not expecting me to sign up for any of them.
Jimmy, of FedEx in Boston, delivers packages (not with Fedex Home) to my home and he is amazingly friendly. But one time, my husband and I were waiting for a package so we could travel internationally and the package was sent two-day instead of one-day, so we were nervous because we had to fly overseas on the second day.
We asked Jimmy about the package and he gave us his personal cell phone and told us to call him at 7am the next day and he'd see if the package was in his delivery route and let us know the status.
Continue reading "Jimmy from FedEx: Service That Really Delivers" »
Peggy Harris' fashion sense and her desire to provide great clothes that will make women feel beautiful when they wear them, and combined with her awesome prices, make Glamor Girls in El Cajon, CA, a one-of-a-kind boutique. She works with each customer to help them discover what makes them feel and look special. She also puts on great fashion shows as fundraisers for community organizations. Great lady, great smile, a great place to shop!
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Recognized by Sherry Casper
Alexandra Bueno, the front office manager here at the JW Marriott Rio de Janeiro, is highly focused on our guests' satisfaction. She always goes above and beyond to meet their expectations. She has a special way, not only to treat external customers, but also her employees, making them feel welcomed with her large smile. Thank you, Alexandra for your great job and commitment.
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Recognized by Rossana Spena
