“We can strive for flawless execution, but we must be prepared with solutions when that doesn’t happen.”
Some issues are best handled one-on-one. That’s what motivated Lisa Keller, a sales manager in Detroit, to make the three-hour drive to Troy, Ohio, after her shift ended on a Monday night. She was scheduled to meet with the customer at 6 a.m. the next morning to resolve an issue that threatened to shut down an entire production line.
The customer required the heat number to be written on EACH piece in the bundle – a requirement that Lisa’s team was not aware of until the material arrived at the customer’s location. Because the material is used for a pressure cooker, the customer was unable to certify the material without the heat number documented. After speaking with the quality technician, Lisa realized someone from Olympic would need to make the trip down immediately to prevent having all the material sent back and disrupting the customer’s production schedule.
Lisa took ownership of the situation, deciding she was the best person for the job. Because she makes an effort to build relationships with all of her customers throughout the year through informal check-in conversations, it’s easier to deal with the situation when challenges arise – as they do from time to time.
Lisa never forgets that customers have the power to give Olympic more work or take work away based on their interaction with her. So, with superb efficiency, Lisa managed to resolve the customer’s issue, keep the production line running on schedule. And she even fit in two more customer visits on her way back to Detroit. Lisa adds, “We can strive for flawless execution, but we must be prepared with solutions when that doesn’t happen.”