May Calls for a Recognition of Great Service
Ashley Barger, Direct Marketing Manager

May is a month commemorating the act of service all around the United States. We honor our mothers on the 9th, Nurses on the 12th, military spouses on the 14th, and then our military personnel by way of Memorial Day on the 31st. As these days recognize some of the most influential and supportive individuals in the U.S., how can service also be translated into America’s economic output?

In the US, small businesses account for fewer than 500 employees. They make up around half of the country’s GDP and more than half of our employment opportunities [World Bank 2009]. So it is logical to conclude that small businesses also account for half of the customer service we receive on a daily basis.

Enterprises are expected to distinguish themselves from each other by the value they place on the service they provide. In reality, big box retailers have nothing on organizations like Friends. It is often too challenging to match the standard.

“There is a cost and a value to offering exceptional service,” affirms CEO, Ken Schroeder. “Comparing us to the lowest cost provider is not a fair comparison. Customers expect our quality service standards, as they should, but they also want the lowest cost. We work to negotiate a win/win.”

Employees at Friends find it natural to offer value to the customers they serve on a daily basis.

“I put a smile on my face for every person I meet,” exclaims Brad Peeples, an early morning route driver for Friends. Brad goes on to say that he realizes that his customers find it impactful that our delivery service is not about just dropping the product off in a timely manner. Friends drivers like Brad offer customers a smile, and place the products where the customers ask them to.

Organizations we serve simply feel that Friends is the best choice for all office and janitorial supply solutions.

“Shortly after my ‘moderately large’ office supply vendor was gobbled up by yet another larger office supply vendor, I was fortunate to meet [a Friends representative] through the GACC,” testifies Diane Cottrell-Miller of Kephart-Fisher. “In speaking with him for a short time I recognized that Friends Business Source is the type of company with which I like to do business. I found that they carry all the brands I am used to ordering. Free delivery is next day and is brought to us by professional, pleasant drivers. I have had an occasion to call Customer Service; my questions were answered thoroughly and the individual with whom I spoke was very personable. I would highly recommend Friends Business Source to you for all your office supply needs.”

More than ever, customers are interested in companies that continually add value to the products that they sell. Friends has partnered with other organizations and is utilizing social media networking to interact with customers. These are tools that will aid us in perfecting our customer service.

“I just saw the Facebook pictures of the staff at Friends for Administrative day,” offered Heather L Kiner the AVP Manager for First National Bank to one of our account representatives. “That is awesome that your company and CEO showed their appreciation. Looks like a great place to work!”

Through surveys and market research, social media, and relationships between our customers and their account representatives, we hope that our customers continue to relay their requests for the best service to us. We will continue to offer a win/win opportunity for all.