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Mutual Success In the Stretch Film Industry

Posted by John Steinhaus on Mon, Apr 01, 2013

In life, and in sports, success is often defined in various ways.  Vince Lombardi once said,

Winning isn’t everything, its the only thing.”  Others say, Do your best and you have truly won.”  Some believe that success is directly related to the score of a game, whereas others believe it’s all about respect amongst teammates.  Basically, success has a different meaning to each and every person.  Whichever way a person chooses to define success is truly up to them.  Personally, I live by one rule, If you can't measure it, you can't improve it!


As both a Paragon Sales Representative and a youth sports coach, I have learned that mutual success is truly a hard thing to measure.  In both of these positions I teach, train, and help guide people to success.  However, I am not the one directly “playing in the game” so to speak.  As a Sales Rep, I am a crucial part of the Paragon team.  It is my job to help our company achieve mutual success by collaborating with fellow representatives.  My role enables me to assist other Reps as they make important business calls to important customers.  My partners are the people executing the plays, and I am just helping in the process.  The same can be said with coaching.  Although a coach may not participate on the field, his or her knowledge is imperative to the team’s success.


In my opinion, mutual success in both business and sports is based on measurement.  For stretch film businesses, true success is based on more skids sold with more pounds.  However, guiding distribution to sell correct products into specific markets that create annuity is the true measure of success.  Because the distributor is not reselling customers each month, they have genuinely contributed to mutual success.  These Reps help customers to save money while simultaneously earning higher margins due to cost savings.  In this case, we see how a mutually beneficial business transaction leads to mutual success. Everyone wins.  The customer saves money, the Rep earns annuity of non-replaceable product, and manufacturing wins by selling higher performance products.  Mutual success is a daily struggle.  Finding common ground that leads both buyer and seller to satisfaction is a crucial part of the sales process. 

 

 

About the author:

John Steinhaus
John is always up for a little competition.  Whether it be in the plastics business, on the softball field or even a little vacuum competition with his wife, it is one thing that really motivates him.  His competitive nature is what has kept him continually looking for the best products and new technologies over his past 20 years in the plastics industry.  John’s desire to provide his customer’s with quality products that can increase efficiency, while decreasing over all cost is what keeps him “loving plastics”



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Tags: stretch film, stretch film equipment, load containment, on pallet stretch, shrink film, machine films, damage resistant film, hand film, shrink film customer service, value added film, torque machine film, stretch film lead times, stretch film customer service, stretch wrap customer service

What It Means To Be A Stretch Film Customer Service Representative

Posted by Connie Hogue on Tue, Mar 26, 2013

According to Wikipedia, Customer Service is “the provision of service to customers before, during and after a purchase.”

Great customer service is the lifeblood of any business entity.  Providing excellent service is a crucial component to achieving long-term success.  At Paragon Films, the desire to please customers is our driving force.  This desire is crucial as we strive to distinguish our organization from other stretch film competitors.  With this goal in mind, we not only provide our customers with a reliable product, but we can provide our customers with reliable service.

It is absolutely essential to treat customers with respect and respond to their needs promptly and appropriately.  Above all, we must be intentional with our buyers.  In order to build healthy and sustainable relationships with our customer base, we must listen to their demands and comply accordingly.  Providing outstanding service is the best way to encourage customer loyalty.  Therefore, to cultivate customer loyalty, we must exceed customer expectations.  This statement is the foundation of Paragon’s customer service.  No matter what the means of communication, (in person, online, or via phone), excellent customer service protocols should be enacted.  Patience and respect are not optional; they are vital components in the treatment of potential and current buyers.

Furthermore, Paragon’s customer service department exemplifies these qualities.  With Representatives ranging in experience from 3-17 years, our department has distinguished itself from the average customer service department.  Years of dedication, perseverance, and fun have led to success!  Embracing and developing a relaxed atmosphere has made a huge difference in how we operate.  Our Reps take a personal interest in each and every customer.  It is more than just a business; it is a family.

Although customer service is usually viewed as little more than a resource for those who purchase a product, at Paragon, we know this is not the case.  To ensure a positive experience for customers, our job starts long before the order is completed.  We have a responsibility to our buyers, and with this responsibility comes communication.  Communication with other departments within our organization leads to customer satisfaction.  With each new client comes variability and specificity.  From the onset of a stretch film order, we must consider the most efficient way to fulfill whatever special requirements there may be.  For instance, a customer may request restricted delivery hours, delivery after a specific date, ship complete, etc.  These types of requirements are crucial to not only our schedulers, but also our shipping team.  Our departments are dependent on one another.  Therefore, communication is the key element in quick and efficient product delivery.

As time moves forward, so shall Paragon’s customer service.  Our future is being shaped by the advancement of social media such as our Facebook, Twitter, and our recently launched Paragon U Blog.  As these new developments arise, we will continue to adapt our company for the well being of our clients.  We look forward to opportunities that allow us to serve our customers at an even higher level.

 

About the author:

 

Connie Hogue, Customer Service Coordinator 
Connie believes that life and her work go hand and hand. She started working as a young girl helping her dad run his local grocery store in Haskel, Oklahoma where she still lives. She now has over two decades of decorated management experience and is known for her ability to solve complicated problems.

In her spare time, she really enjoys relaxing with her husband, playing with her eight “beautiful” grandchildren, and raising her pigs! Her smile will tell you she has a passion for the Paragon mission and it’s people. Her faith is the inspiration behind everything she does.


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Tags: stretch film, stretch film equipment, load containment, on pallet stretch, shrink film, machine films, damage resistant film, hand film, shrink film customer service, value added film, torque machine film, stretch film lead times, stretch film customer service, stretch wrap customer service

Paragon Films' Wellness Program, Summit Life

Posted by Jerad Dowler on Tue, Mar 19, 2013

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Tags: stretch film, stretch film equipment, shrink film, machine films, hand film, value added film, torque machine film, stretch film lead times

Connecting With Others Through Stretch Film

Posted by Jerad Dowler on Tue, Mar 12, 2013

Since day one of my sales career, I have heard one statement above all others, "Customers buy from people they like."  Okay, I get that, but how can you put customers at ease and establish that friendly relationship?  It’s easy to assume that buyers and sellers are the same in some social aspects.  For instance, both prefer to spend time with people who demonstrate "love" and "compassion" toward their current situation.

Take a minute to reflect on your family's last holiday gathering or reunion.  If my hunch is correct, you probably have an uncle, aunt, or cousin that you worked to avoid at the function.  The reason, more than likely, is because that family member is selfish in conversations, never asking about your life or feelings.  It could also be because he or she talks about things that are of no interest to you.  On the other hand, you probably have a favorite uncle who takes the time to engage you in sincere conversation.  In essence, he shows you "love" and "compassionby listening as you express what is important to you.

"Love" and "Compassion" can be communicated to your buyer in many ways such as:

  • Listening to what motivates the customer in their everyday work life

  • Taking time to hear from your customer about their operation

  • Sharing personal stories relating to common interests – sports, family, music, etc.

  • Allowing your customer's goals to supersede your own goals

    Whichever method you choose is up to you and your "call awareness."  Each customer will respond to different areas of interest, and your methods may change from customer to customer.  What cannot change is your level of "genuineness.”  How genuine you are when demonstrating "love" and "compassion" towards your customer separates you from your competitors.  In a competitive marketplace, you may only have one short presentation to put your customer at ease.  If you are able to do this, you will be on the road to developing a mutually rewarding relationship.  In order to distinguish Paragon from other stretch film companies, we must successfully incorporate "love" and "compassion" into our sales process.  Thus leading to the establishment of loyal customers and longstanding relationships. 

     
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Tags: stretch film, stretch film equipment, load containment, shrink film, machine films, damage resistant film, hand film, value added film, torque machine film, stretch film lead times

Choosing the Right Stretch Film Doesn’t Have To Be Scary

Posted by Jason Lewis on Tue, Mar 05, 2013

 
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Tags: stretch film, stretch film equipment, load containment, shrink film, machine films, damage resistant film, hand film, value added film, torque machine film, stretch film lead times

Selling Stretch Film Shouldn't Be a Drain On Your Battery

Posted by Jerad Dowler on Mon, Feb 25, 2013

With the shift in technology we seem to be doing more business on our phones these days. Whether it's scheduling stretch film demos or answering emails, we rely on our smartphones more and more. While the iPhone isn't a horrible power hog, particularly in terms of standby time, there still are situations where your battery can drain too quickly. If you have trouble making it through the day without charging up, here's what you can do right now to boost your iPhone's battery life:

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Tags: stretch film, load containment, shrink film, machine films, damage resistant film, hand film, value added film, torque machine film

3 Things You Need to Know About Your Stretch Film Equipment

Posted by Carla Thorne on Thu, Jan 31, 2013

Containment is Crucial
Containment is the ultimate goal of stretch film.  Get the load from point A to point B in tact with no damage to product.  Knowing the amount of containment it takes for your specific product and knowing how to measure it allows you to choose a film that meets that requirement at the lowest cost. In the industry, we measure the amount of force the film applies to the product. This measurement can be done with several different methods or tools, you simply must be consistent in your measuring techniques.  

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Tags: stretch film, stretch film equipment, load containment, on pallet stretch, shrink film, machine films, damage resistant film, value added film, torque machine film, stretch film lead times

Selling Value in Stretch/Shrink Film

Posted by Stu Stark on Thu, Jan 31, 2013

Consumers care about two things in terms of containing their loads. Does it work and how much does it cost? Once the consumer's product is wrapped, getting their shipments from point A to point B without load integrity issues is all that matters.  They really do not care what the gauge/thickness of the material is wrapping their loads as long as there is no damage.  

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Tags: stretch film, stretch film equipment, load containment, on pallet stretch, shrink film, machine films, damage resistant film, value added film, torque machine film, stretch film lead times

3 Reasons Why Torque® Machine Film Is Right For You

Posted by Jerad Dowler on Thu, Jan 31, 2013

Torque Machine film launched in 2012 and was designed for high load retention and tough application. Torque Machine is a high performance and environmentally sensitive film. Maybe you are currently using another machine film or have questions about Torque Machine so let me explain 3 reasons why Torque Machine might be the right film for you.

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Tags: stretch film, stretch film equipment, load containment, on pallet stretch, shrink film, machine films, damage resistant film, value added film, torque machine film, stretch film lead times

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