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- PRINTWEAR TODAY » Issue: 25, May 2007
Customer service personality of the month -May 2007
The impact that good customer service relationships have in every industry is fundamental to the success of any business and perhaps even more so within the supply sector. With this in mind, Printwear Today, through nominations from garment decorators and printers, recognises different customer service personnel each month with an award. Our first award, however, is in fact for two people, Sharon and Alan Nathanson from UK Leisurewear London, since both of their names were put forward by a number of garment decorators…
“Going above and beyond the call of duty, with enthusiasm, professionalism and a cheerful disposition,” is how Sharon and Alan Nathanson are described by a number of their customers. And in interviewing Sharon about the award, her infectious zeal for her work is certainly more than evident.
Having spent some 20 plus years within the industry, Sharon and Alan began working with UK Leisurewear as its London & SE suppliers in 2005. Commenting, Sharon said, “We originally worked with another wholesaler, but weren’t particularly happy with the level of supply we could provide our customers with. When we decided to move to UK Leisurewear and set up as their London Office, we simply haven’t looked back.”
Sharon was quick to point out that the superior service they offered their customers was simply because they were working with an organisation that helped them do so, and one that provided an excellent range of products. Sharon and Alan both believe that UK Leisurewear is a cut above in how it deals with customers because it continually invests in new technology to aid service and delivery. “This really helps us to satisfy all of our customer requirements – plus the entire company is really friendly to work with,” added Sharon.
The husband and wife team, celebrating 40 years of married life this year, work well together, complimenting each other’s commitment to the trade. “It takes a certain type of relationship to work and live together,” added Sharon.
A personal approach
Sharon believes strongly in the personal approach too, commenting, she said, “We pride ourselves on ensuring we offer the best service to all our customers and get to know them on first name terms.
“All of our customers know that they can always contact Alan or myself directly, even if there are problems with an order.” Highlighting that neither of them shy away from rectifying an adverse situation immediately, should it arise. “Service isn’t just about supplying the right product at the right time, it is being available to meet every need, be it good or bad,” she added.
Committed to service
Speaking to Sharon, it is clear that both recognise the importance of being helpful, knowledgeable and cheerful when dealing with customers, and perhaps even more so in such a competitive market. “We have never seen our customers as numbers on a sales sheet,” adds Sharon, “But we regard them as personal friends, in fact we take pride in getting to know everyone we deal with on a personal level, this way we can be sure of always being in a position to assist them on a commercial level.”
“In addition to which, it is such a friendly market it is great to see how our customers evolve both personally and professionally over the years.”
Looking back on how the industry has altered over the last 20 years, Sharon said, “There is such a wide variety of garments and colour-ways now available, plus the price points have become so competitive it is great for our customers, but perhaps not as good for the supply industry. If I could change anything, however, I would perhaps prefer that there weren’t so many different styles of T-Shirts etc, there is almost too much choice available these days.”
Recognising that to give is to get, in both a professional and personal capacity, both Sharon and Alan give a great deal. Not only do they always ensure they treat everyone of their customers as they would like to be treated, but they also give to the community through membership of the Redbridge Rotary Club and recently participated in a sponsored walk which helped raise £4,000 for the ‘Save a Child’s Heart’ charity.
A keen gardener and murder mystery weekender, Sharon enjoys life to the full and in reflecting on what her chosen career would be if she wasn’t working in the decorated garment industry, her emphatic reply, “A horticulturalist.”
If you deal with anyone who excels in his or her approach to customer service and believe they should be recognised through our monthly award, email the editor, Dawn Davison-Read on dawnread@journalist8.fsnet.co.uk with your nomination stating his or her name, contact details and the reason why you believe they should win.
