GEM (Going the Extra Mile)

Something new & exciting we’ve started at Optimum for 2009 is a little Self Promotion! In order to accomplish this, we’ve begun collecting & distributing (internally) “stories from the front lines” ~ stories we’ve affectionately dubbed GEMs. This is to remind us how we all are Going the Extra Mile. Of course, we want to share them with others who might be in need of inspiration, so we thought it wouldn’t hurt to re-post our first GEM right here:

Our First GEM...A Little Training
Last month a bank in Florida e-mailed Rita a simple question ~ "Do we have teller receipts on hand & if so, how many?" The answer was simple, "Yes, you have 34 Packs of 500". But, instead of stopping there, Rita took the time to empower the customer with the ability to use one of our system's tools - A tool that sets us apart. Here is a part of Rita's response:
You still have 34 packs of 500 (or 17,000) in the warehouse. You can find this information on the website by clicking on TELLER SUPPLIES under catalogs on the left after you log in. Click on the ? in the blue circle to the left of the item number. A new window will open. Click on the LOOKUP button (make sure the drop down menu below shows Warehouse Inventory). The number of pks., pads, bxs., etc. will display. Of course, you can order the item from warehouse stock when you close the window by entering the number of pks. like you would any office supply item. Just let me know when you're ready to replenish the warehouse stock. It usually takes about 3 - 4 weeks.Please feel free to call or email me if any of this is unclear or if you have any questions....

Nothing earth shattering...but it is how we always try to Go that Extra Mile for every one of our customers!

If you liked it, Here’s another short one…

Stories from the front lines...when a customer asks...can you really get us anything?
A bank president's secretary asked if we knew where to get a specific brand of pen with a specific color of ink. After a bit of research, we found it at Pilot Mfg...but could not get it in the USA. The rep in Tokyo (yup, we called Tokyo!) explained that Pilot markets different colored inks based on world geography. The pen we needed was only sold in Europe. We were able to get the pen from London, and our customers were amazed we had gone to such lengths - - - for a $2 pen.