Celebrating Get to Know Your Customers Day
Get to Know Your Customers Day is a groundswell opportunity for small and large businesses to engage with their customers.
How is Customer Service at Royal Containers taking part this year?
A Royal Containers promise is that we are “building partnerships in packaging.” And it is true! So, our first step with new and loyal customers alike is to make every interaction feel like a good friendship, or at the very least, a super strong working relationship. We build our CX (Customer Experience) on top of that foundation.
For customers who only place orders once or twice a year, how do you make these partnerships a reality?
That’s a great question, because there can be months between our customers’ orders and sometimes roles change within our customers’ organizations. It helps that we are trained and encouraged to really know our products – from being a part of the design to selecting the right material; having intimate product knowledge on all of the boxes, cartons, displays and specialty items we make in Brampton and St. Thomas helps us in customer service to answer questions as quickly as possible without having to bounce the customer around to 4 different people.
Are there ways to show that you care about customers?
Oh, absolutely! In fact, at the heart of what we do are our core values, ‘we respond, we perform, we lead, we care.’ Ask anyone in the office to tell you our values, we love to see who can rhyme them off the fastest! But seriously, the caring piece comes in different ways, for example, when we have a customer joining us at one of our facilities, we want to have them at “hello!” But like any provider of excellent customer service, we know that it takes a bit of effort behind the scenes to let our care show through.
Describe what that looks like.
It’s normal to see a Sales Rep “collab-ing” with a Customer Service Rep to make sure that a customer visit is premeditated to be awesome – a visual on our TV screen (internal monitor’s) that highlights that customer, knowing how they take their coffee, reserving them a VIP parking spot, interesting product samples or new industry designs; we try to think of everything Recently, we had a customer stop by to pick up a sample and his dog was along with him for the car ride – so what did we do? We made Bailey the Labrador Retriever’s experience great, too!
How did you do that?
It was very easy with some scratches, a bowl of water and a treat or two! Since the Customer Service desk is steps away from our reception area, we become part of the de facto welcoming committee, and we take it pretty seriously…
Is it possible to get to know a customer over the phone or through email?
Yes, and the pandemic gave us a chance to get better at those types of interactions. It is in our Royal CX phone and email etiquette to do things like identify ourselves by name, return messages promptly and listen closely to our customers. We have an appreciation that, “It’s five o’clock somewhere,” and that means we actively try to get back to people as soon as possible and even if we don’t have an answer yet, we want to respond before the end of the day. Royal is a great place to work with an authentically good vibe, so our smiles must come right through the phone!
Can you think of something a customer told you that you wouldn’t otherwise know?
When you’re providing the packaging for everything from automotive parts to food to cosmetics to beer to health care products, you learn interesting things all the time. But, most recently, one of my customers from Ottawa told me his plans for an Ontario vacation, and it sounded so great that I have decided to take the stops on his itinerary and go with my own family! Otherwise, I may have never known about these places. Being a part of the Royal Customer Service team is like being on the inside of a great community that is diverse, knowledgeable, fun, and always active.
At Royal Containers, we recognize the importance of strong customer relationships, and Get to Know Your Customers Day holds a special place in our commitment to our clients. We go above and beyond by fostering relationships not only between our sales representatives and customer service representatives but also with our talented designers. We believe that trust and expertise go hand in hand, and having our experts actively engaged in meetings and site visits instills confidence in our customers. Moreover, many of our customers are also valued vendors, demonstrating our dedication to their best interests. By leveraging our extensive network of contacts, we can introduce and incorporate additional assets that enhance the value we bring to our partnerships.
With two strategically located facilities serving the Greater Toronto Area and the growing customer segment in Royal West, we prioritize efficient lead times and sustainability. We see our customers as our partners in packaging and always strive for the best possible customer experience.
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