Creative Group (CG): Are there examples of customer-centric care you’ve experienced in the world that have shaped how you approach client care?
Teresa (T): Yes, Nordstrom is a favorite. They’ve created a culture where the customer feels they are cared for during each visit. To me this is an amazing accomplishment to have an entire sales team embrace what it means to make people feel special on a regular basis. When I think about my customers, I think about how Nordstrom has made me feel as a customer and I try to pass this feeling along to my clients.
CG: Teresa, can you tell us a little about how you manifest customer care with your clients?
T: It is easy to show my customers that I care because…I genuinely do. The success of a program and the happiness of my client really matters to me and I make sure I am clear from the very beginning that I will take good care of them. I learn about their preferences for how we communicate, about their personal interests, and I let them know (and feel) that they are a priority to me.
CG: In a high stress, always-changing industry, how do you unplug and recharge your batteries?
T: I schedule an actual daily appointment in my calendar to remind myself to take a break with my family and stop working for the day. There is always more work to be done, so scheduling a break will ensure that I actually walk away from work and create a bit of balance in my life.