At Wisconsin Packaging Corp., we have a strong belief in putting the customer first. It’s an easy thing to say, but while some companies are able to maintain that mantra, others tend to slowly gravitate away from it, sometimes without realizing it. As a family owned business, we like to make sure everything goes smoothly for a customer from the time an inquiry is made, until the time that it shows up on their loading dock.
Here are five ways that we have shaped our procedures to benefit the customers:
- Customer service hours
Our Customer Service Reps have staggered start times, which allows the department to be available to customers Monday through Friday from 6:30am to 5:00pm. This way not a minute goes by throughout the day where they can’t be reached. Additionally, each CSR works from a linked email inbox, so that any of them can process orders as they come in. When one CSR is assigned to each account, things can get a little muddled when they are out of the office.
- Trained sales team
Our sales team is highly trained and educated about corrugated products. In an industry where even the smallest details of a project can make or break it, it’s important to us that our Account Managers can discuss even the most technical details when meeting with customers. However, when they don’t know an answer, our design team, like customer service, is available from 6:30am to 5:00pm and are happy to talk to a customer at any time.
- Quality checks
Quality checks are an essential part of our order procedures. When a machine is first set up to run an order, the first products out of the machine are checked to make sure all specifications are correct. Once the machine is adjusted and the product is running, machine operators will check boxes throughout the run to make sure nothing has changed. They must also put one or more finished products aside to be checked by a supervisor, assuring that any issues don’t go unnoticed.
- Free samples
Our customers have a wide variety of knowledge about corrugated products. Some know exactly what they want every time and can immediately place an order, while others need guidance and options to look at. For the latter, our design team is happy to cut out multiple options for the customer to compare—at no charge for the product or design time! With two cutting tables on site, we can get samples to customers in a very timely matter.
At WPC we look to maintain the customer first mindset, and as the world continues to change and speed up, we make sure that we revisit our procedures regularly, and make adjustments as needed.