Welcome to Deliver The X podcast. I'm Rob Dube, President and Co-Founder of imageOne, and during our podcast, we'll learn how extraordinary teams deliver extraordinary customer experiences.
My business partner Joel Perlman and I met in grade school. In high school, we started selling Blow Pop lollipops out of our locker. We'd buy them for a nickel and resell them for a quarter. Of course, that was a pretty nice profit margin, but more importantly, we just really enjoyed taking care of the kids. I think providing an extraordinary experience just got into our blood, and it got enhanced when we were in college.
In Ann Arbor, Michigan, we started going to a deli called Zingerman's Deli. If you haven't heard of Zingerman's, please check them out online. They're pretty famous at this point, and Inc. magazine named them "The coolest business in America" in the early two thousands. Their CEO and Co-Founder, Ari Weinzweig is consistently ranked as one of the top leaders in America -- maybe even the world.
When you'd go to Zingerman's -- and it's still true today -- you’d just get this unbelievable experience at every corner. From just standing in line to the smells, the products, and most importantly, the people who genuinely care. That just brought our heightened awareness to what great service and what a great customer experience is all about.
We later learned about Small Giants. These are companies around the country that are going to market in a much different way with some core principles like how important it is to care for the totality of their team members' lives. That really resonated with us, so much so that after a 10-year journey of bringing on the Small Giants concepts into our company, imageOne, Forbes magazine listed us as "One of the 25 best Small Giant companies in America."
When it comes to business these days, I think we're all recognizing that good just isn't good enough anymore. A lot of companies are great at acquiring customers, but they have a hard time retaining them. When that happens, obviously it impacts your word of mouth business. It's going to reduce your profits. Your team's not going to be as happy which means employee satisfaction is going to go down and you're going to have excessive turnover. You're going to be spending time on those types of things. It's really becoming a cycle that we're noticing, and leaders are having trouble figuring out how to break that cycle.
We hope some of the wisdom from our guests will help you. Maybe you'll walk away with a nugget or two from each conversation that will help you manage the employee and the customer experience. I hope you're inspired through the guests' stories that we have and that you're inspired to take your customer and your team member experience to the next level.
Developing Business Friendships, with Dan Morgan
Dan has over 15 years’ experience with a diverse background working in the military, wireless, printers & I.T. During these years, Dan acquired a broad range of technical and sales skills that enables him to lead our sales team in presenting cutting edge technology solutions to our valued clients.
Sacrifice and Family, with Jonah Garcia
Jonah Garcia is an MPS technician in Columbus, Ohio and has been with the imageOne for 3 years. Prior to imageOne, Jonah has spent over 2 years as a Production Operator and then 9 years as a Lead Production Coordinator for FedEx Office.
Finding Your Way through Life Experiences, with Karla Stickney
Karla Stickney is a member of the Customer Care Team at imageOne and has been with the company for almost 15 years. Karla grew up in Lathrup Village, Michigan and moved to Chicago shortly after graduating high school. In Chicago, she worked for an x-ray manufacturer for just over five years where she was a part of the Customer Care Team.
Yoga, Travel, and Following Your Passion with Dawn Potter
Dawn Potter is the HR Generalist for imageOne and has been with the company for over seven years. She graduated in 2008 with a degree in Marketing from Western Michigan University and joined the imageOne team shortly thereafter. She currently lives in Fort Mill, South Carolina with her husband, Ryan.
The Power of Contemplation, with Nick Hienton
Nick Hienton is the Director of Remote Services for imageOne and has been with the company for seven years. He graduated with a degree in Political Science from the University of Akron in 2007 and joined the imageOne team shortly after. He is 33 years old and lives in Broadview Heights, Ohio with his wife, Amanda, his son, Logan and daughter, Riley.
Setting High Standards and Strengthening Our Customer Relationships, with Andrea Gornick
Andrea Gornick is a Managed Print Specialist at imageOne. At imageOne, their passion is document lifecycle management: managed print services, document process automation, and document security. Since 1991, they've been helping businesses streamline and manage their internal printer fleet and transform manual paper-based processes into secure digital workflows.
Very thoughtful interviews that dig out how diverse people access their form of “greatness”. Inspiring.
Great Podcast for Sales Reps
I am a sales rep and am always looking for new and interesting sales podcasts to follow, and this is my newest addition!! I really enjoyed hearing the authentic discussion and real-life experiences shared from a tenured rep! Looking forward to the next one!
Excited for more!
I enjoyed listening to my first Deliver the X podcast interviewing Andrea and hearing first hand the importance of building relationships and of loyalty! It’s apparent her success with the company stems from her high standards for herself, her organization, and the relationships she’s developed. Can’t wait to listen to more episodes!