You could say that customer service is very important at IBT Industrial Solutions.
How important? In 2012, the company created the Forrest L. Cloud Service Award—a quarterly honor that recognizes exceptional customer service by an inside salesperson.
“We’re very committed to recognizing excellence in our employees,” said Stephen Cloud, IBT’s Chairman of the Board, and son of founder Forrest Cloud, for whom the award is named. “We like to give them the honors they are due.”
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Best Customer Service in the Industry
The final winner is selected by a committee that includes Gary Hense, IBT’s Director of Training/Marketing Services, and Kevin Cloud, Director of Organizational Development. All IBT managers are asked to nominate a team member who demonstrates the company value of exceptional service.
“We then choose one person who lives out that value to an outstanding degree,” Kevin Cloud said.
The award is issued quarterly and presented at the Charlie Howard Spirit Award luncheon. Cloud said that the award is one way to keep customer service top-of-mind for the entire company—and reinforce its importance.
“When Forrest started the company in 1949, he wanted to provide outstanding customer service,” Kevin Cloud said. “This is still a part of our culture today. We strive to provide the best customer service in the industry.”
Companion Award for Salesperson
The award is a nice companion to the Forrest L. Cloud Salesman of the Year Award, which is given annually to the outside salesperson at IBT who sets themself apart from all others. The award was launched in 1967, and the original winner was Frank Stallbories—the very first salesperson hired by Forrest Cloud.
“We know that every great salesperson is only as good as their inside salesperson,” Stephen Cloud said, explaining why the two awards are equally important to IBT. “We’re looking for that person who not only solves problems for our customers at their plants and makes sure the orders get delivered on-time—but who also builds excellent relationships with those customers, and demonstrates company loyalty.”
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