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1. Director of Customer Services, Lynn, bypasses Receiving Team to expedite your rework
Lynn smiles above because she feels confident that she can solve your problems, and...because she enjoys her nice new office and snazzy iMac!
Director of Customer Services, Lynn W. does an end run around our Receiving Team and our usual procedures for receiving new work. She personally sorts through any and all rework products and materials you have sent first thing each morning. Then Lynn matches your Return Authorization (RA) to our copy of the RA and the paperwork from your original order. She completes the receiving process for your rework in the comfort of her own office by entering the receiving information in her computer. Lynn began her Stevenson Vestal career 15 years ago in the Receiving department so she falls back on old skills and lessons well learned as she sorts through these products in need of immediate attention.
2. SV Owner Bill attends rework meetings, looking out for your interests
Stevenson Vestal owner and Operations chief Bill Vestal (on left in this photo, talking to new VP of Sales Jim Butler) takes an active role in rework meetings. Bill listens and learns and looks out for your interests. Bill has a knack for discovering the solution to a problem quickly. Bill Vestal and Dave Stevenson formed the partnership that became Stevenson Vestal 21 years ago, so Bill's personal memories of past trials and success stories stretches back over more than two decades.3. Roundtable brainstorming discussion creates solutions to your problems
Around the rework table everyone has their turn to speak up and contribute to the solution of your problem. Much back and forth discussion takes place as your CSR presents the situation to the group and a plan of action takes shape.
4. Direct communication with Assistant Operations Manager Mary
Assistant Operations Manager Mary (standing between Lynn W. and CSR Jodi in this photo) has 18 years of experience with Stevenson Vestal and has sewn products and worked in almost every area of the workroom. Mary relies on her wealth of knowledge and experience in her current role overseeing the entire workroom and working directly under the supervision of owner Bill Vestal. Mary also comes to every rework meeting and consults on every rework. Nothing can replace this direct communication with Mary and her valuable knowledge as the workroom liaison in these meetings.5. Your Customer Service Rep takes complete ownership of your rework order
Your CSR takes ownership of your challenging situation and takes charge of processing your rework order. After discussing your rework with the group at the rework meeting, your CSR proceeds immediately back to the CS office to enter your rework order in the computer with all issues fresh in mind. The photo here shows SV CSR Jodi hard at work for one of her customers.But wait. We can name five more reasons that the SV CARES Program works so well. Read about them in Part 2 of this article in December's SV e-news.
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