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In the first part of this article, "Ten ways the SV CARES Program works so well for you, part 1", we told half the story of our SV CARES Program. We told you about SV Owner Bill attending rework meetings, looking out for your interests, and how roundtable brainstorming discussion creates solutions to your problems, and about the direct communication your CSR has with Assistant Operations Manager Mary, and how your Customer Service Rep takes complete ownership of your rework order. And we began the story of a rework order by describing how Customer Service Manager Lynn W. bypasses the Receiving team to do her own checking in and pre-entry of the order. But someone else also does an end-run around Receiving. Read on to find out about this and the rest of the SV CARES story.
6. Your SV Courier also bypasses the normal receiving processThe dedicated SV Couriers who drive our own delivery trucks know exactly what they've picked up from you. During the unloading process they carry your rework order directly to the rework table for CS Manager Lynn to receive. Mere moments after an SV truck has backed up to the Receiving bay door your order has already arrived at the rework table, thanks to the efficient action of your friendly SV Courier. Pictured here you see new SV Courier Mark P.
7. Your CSR continues to learn and develop expertiseThe managers of Stevenson Vestal encourage open and on-going discussions of challenging situations. And every time a new challenge arises, your CSR has the opportunity for personal growth and continuing on-the-job training. Even those of us who have spent many years at Stevenson Vestal find that every work week brings with it new situations and insights. We work in a custom business, so in a sense we never "finish" our training. The interaction that Stevenson Vestal Customer Service Reps have with their workroom, and the unique opportunity for discussion and learning from each other at the rework table ensures that their training will progress on a continuous basis. The photo here shows CSR Donna getting advice from Mary and Lynn.
8. A time to discuss your special custom estimateSince we have assembled such a formidable brain trust around the rework table, we also take the opportunity to discuss any special custom estimates that have arrived. For the benefit of the CSR and the expedition of your custom estimate, a discussion in broad strokes takes place about the number of hours that the special product would take to make and the group forms a consensus about exactly what you want, what your drawing represents and how to fabricate this new design from your creative imagination. Here, Paul presents an estimate request to Bill and the group. Again, nothing can replace the wisdom and experiences of this special group, assembled to meet your needs.
9. Your CSR promptly alerts you about any unresolved issuesImmediately after entering your rework order in the computer, your CSR will determine what if any unresolved issues remain, and write these up and fax them to you in the form of a Q&A Express. You'll have a chance to authorize any special procedures and/or costs associated with your rework or learn the additional yardage required to complete the rework. In the photo here CSR Jodi prepares a Q&A Express to fax to her customer.
10. The SV Management team encourages a positive attitude and passion for problem solvingOwner and Operations chief Bill Vestal and his team of workroom managers and work leaders, all keep a positive attitude and approach problems with a passion for solving them. Where others might see headaches, they see opportunities. What some people might fear as terrible problems, they embrace as exciting challenges. Pictured here, Lynn and Bill share some positive energy and good humor.
And of course, here at Stevenson Vestal, everyone involved in the SV CARES program keeps the meaning of the CARES acronym clearly in mind: Clients Always Request Exceptional Service.
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