Above all else, our team at Midlab values the safety and care of our customers. To provide a deeper look into what makes our service unique, we asked Midlab customer service team members, Vickie Settles and Leigh-Ann Cline, why they believe our Customer Delight (our version of superior, next-level customer care) holds unique value in our industry.
As two critical members of the customer service team, what are some of your daily responsibilities at Midlab?
Vickie: “I’m primarily responsible for customer relations and logistics, which can mean anything from answering calls and emails to pricing and beyond. Some tasks I carry out daily would be handling order entries, placing bids, scheduling delivery appointments and truck loads, and managing file freight claims. I feel like I play a part in just about a little bit of everything, which is why I love my job so much.”
Leigh-Ann: “Agreed,” she continues. “As for me, my primary daily responsibilities are very similar. I also answer a lot of calls and emails, handle pricing and order entries, and place bids. I also deal with fulfilling samples and act as Midlab’s Trade Show Coordinator when needed. ISSA, for example, is a big show we’re at every year, so I help coordinate plans for that.”
What exactly does “Customer Delight” mean to you?
Leigh-Ann: “Customer Delight is an overall commitment from us, to our customers. Essentially, it means we are dedicated to meeting their needs and handling any issues that may arise in a timely, respectful manner. We always want our customers to feel like they can count on us. Because they can! So it’s really important that we stress to them how seriously we take Customer Delight and that we’re here to make their lives easier and more efficient however we can. That’s what a strong partnership is all about.”
What do you believe makes Midlab’s approach to customer service unique?
Vickie: “In general, we believe that our service standards are superior in comparison to others in the industry. We don’t say that to be spiteful, we say it because we’re proud of the reputation we’ve built around truly excellent customer care.”
Leigh-Ann: “I’d also like to add that we always make an active effort to get to know our customers on a personal level. We get to know them, their products, their personal lives (to an extent)— we’re even on a first-name basis with a majority of our customers. I think that’s pretty unique in this industry, or any mid-large-sized company today.”
How do you approach crisis management in your roles?
Vickie: “We stop, take a deep breath, and think carefully about the situation and what we can do to improve it. Then, we dive in and handle it! Honestly, that’s really all there is to it. That approach alone shows our customers a lot about the level of care we’re willing to uphold, even when things get a bit sticky.”
Finally, we’re dying to know… what’s your favorite part of the job?
Upon being asked this question, both Vickie and Leigh-Ann immediately smiled and said the same thing…
Both: “Midlab isn’t just a company, but a family. We realize a lot of people say that, but it’s true in our case. The environment here is wonderful and super family-oriented. We love coming to work because we love interacting with the customers and other team members. They bring something unique to each new day and make it a fun place to be.”
When asked if there was anything they’d like to add, Vickie and Leigh-Ann thought for a moment before saying, “you know, we think people just need to interact with us. We believe our commitment to Customer Delight speaks for itself and we love opportunities to meet new people and help them find safe, efficient solutions to their cleaning problems. It’s rewarding to help make someone’s day just a little bit easier.”
From the rest of the team at Midlab, we’d like to take a minute to personally thank Vickie, Leigh-Ann, and the rest of our top-notch customer service team. Without them, we truly wouldn’t be the company we are today, and our customers would be missing out.
Have questions about our service standards or innovative cleaning solutions? Call (800) 467-6294 or email us at firstname.lastname@example.org and a Midlab representative will be in touch shortly!
Thanks for reading and stay tuned for what’s to come!