Across the nation, most industries are feeling the economic crunch. In order to best serve their customers during these times, businesses need to refocus their business strategies. Over the past several months, CSD Northeast has aligned all departments in an effort to develop a plan to achieve ultimate customer satisfaction. How have they accomplished this?
“The CSD Northeast team is dedicated, and strives tirelessly to meet customer needs each day,” said Director of Northeast Distribution Pete Grillo. He added, “We’re committed to doing the right things, the right way, on behalf of customers.”
Norma Lotrecchiano, marketing administrator, agreed that everything the team works toward is deeply rooted in customer fulfillment. “Our main focus is our customers, and doing things the right way,” she said. “Our end goal is always customer satisfaction.”
Regional Customer Service Manager Mike Smith indicated that customer service occurs on many levels, which is why it’s important for everyone within the organization to work toward this ideal. “For example, we focused on the supply chain and optimizing our distribution channel,” Smith said. “It helped us to maximize the efficiency of our contracted trucks, therefore minimizing damage and providing consistent deliveries to our customers.”
“If we’re taking the right product from the right place, we ensure that we have the appropriate product in place to fill orders, and then ensure those orders get to the customer on time, with minimal turn-backs for damage,” Smith said.
Tom Patamia, market manager for CSD Northeast, New Jersey Division, has also seen the direct impact working as a collective team has had on customers. “Customers have noticed differences in our Totaline sales centers,” he said. “They see things like cleanliness, efficiency, and specials that are in place. Customers are seeing the benefits – based on what they’re telling us, we really have our act together.”
Developing a cohesive internal working environment has united CSD Northeast, and therefore has positively impacted the customers. “A.J. Perri, Inc. is one example of how teamwork has had a direct effect on the customer,” said John Stiene, Northeast regional operations manager.
“They’ve actually altered their fleet of vans. They used to bring two types of vans to the job site – one with the technicians, and another with the equipment. By working with us, A.J. Perri, Inc. no longer needs to run the equipment vans,” explained Stiene.
“They retrofitted all their work vans to carry people and product at the same time. The teamwork among CSD Northeast has enabled A.J. Perri, Inc. to streamline their business, and their business is more profitable because they deal with us,” Stiene said.
“The work we do is going out to the customers we serve, and is changing the way they serve the end-user – the home or business owner. That’s what customer service is all about, and that’s what the CSD Northeast team strives toward,” Stiene concluded.