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Archive for September, 2013

Hand-Holding To Hand Delivering: Cheryl Wemp Does It All!

Monday, September 16th, 2013

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Cheryl Wemp holds down our Fort Worth operations. She not only manages the office but is also in charge of customer service and accounts receivable. She’s been a part of the Pounds family since the very beginning. Born and raised on the west coast, she arrived in Texas 35 years ago and has 3 beautiful grandchildren!

POUNDS What do you like most about your job?
CHERYL Sitting down with a client and showing them how we can help them grow their business. One tip I always tell photographers is to show 16 x 20 prints and larger. If you show small prints you sell small prints. If you show large prints, you sell large prints and make a greater profit!

POUNDS How do you think Pounds differs from other labs?
CHERYL Personal, one-on-one communication with customers. We take the time needed to solve individual situations. We hand-hold to hand deliver if needed!

POUNDS Customer communication is important at Pounds. You come into contact with clients on a daily basis. What is the thing you most often hear that is reflective of how we serve their needs?
CHERYL We solve problems and that saves the customer money! For instance we look carefully at each order. If there is an out of focus image in their $300.00 album we contact them the minute we see it and that saves the customer time and money.

POUNDS What is one thing you’d like your customers to know about you?
CHERYL I will do whatever it takes to get it done

POUNDS Tell us an “above and beyond the call of duty” story.
CHERYL I answered the phone one afternoon and it was a panicked Austin photographer. He left some equipment in the mid-cities area where he was shooting over the weekend. He was trying to retrieve his equipment but could not physically get out here to get it and wanted to know if I knew of anyone going to Austin that could bring it to him. After talking with him for awhile I learned where the equipment was located and told him I would stop on my way home and retrieve everything package it up and send it to him via UPS. He would have it the next day. I called him with the tracking number, he received the package and he was very happy!

POUNDS Do you ever get to meet the people at the other end of the phone/email? If so what is it like?
CHERYL Sometimes you create relationships with people over the phone. When you meet them in person it just makes that ‘bond’ stronger. It’s exciting to put a face with a voice!

POUNDS What is the most important thing everyone should know about customer service at Pounds?
CHERYL We are here for you!