The Reserves Network: Elevating Standards with Personalized Customer Service

At the Reserves Network, they know what has sustained a twenty-two year run of genuine customer satisfaction: unwavering, personalized service.  Owner Don Stallard has maintained one philosophy- provide superior customer service through quality, reliability and integrity.  This philosophy trickles down to its employees and is considered a staple in standard company procedure.

So confident was The Reserves Network of its distinguished customer service, that when it caught wind of Staffing Industry Analysts' second annual SI Excellence Awards, it happily submitted an essay detailing its customer acquisition and retention program.  SI, too, was impressed, and acknowledged The Reserves Network as a runner-up in the final standings of the competition. 

Tell-tale of its service, The Reserves Network included the following customer testimonial in their essay submission:

"At the peak of our busy season, we had approximately 200 agency temporaries in our plant (100 from each of the agencies).  TRN was able to maintain their numbers when the other agency struggled to maintain about half of the required numbers.  The TRN account executive was personally involved in every step of our busy season and worked through every situation that we encountered.  She provided us constant feedback and personally came in on second and third shifts to meet our superintendents, and met with her employees if any questions came up.  Her personal involvement made the difference."

TRN follows the motto that "if you're not in front of your customers, then someone else is".  To stay on this path, TRN initiated Temp Start, a program that involves a representative arriving on-site for the first day its employees start at a new account to be available for questions or any issues that may arise.  Most of its clients are not accustomed to this level of service and commonly display surprise when they see the account representative come in. The personal service doesn't cease here, TRN insists its staff maintain ongoing communication that doesn't diminish or fade after the account starts.  Weekly check-in calls are conducted and check drop-offs are carried out.

In addition, account representatives perform monthly reviews of current client accounts and choose the top fifteen for that month.  They evaluate significant and warranted reasons to get in front of those customers and schedule meaningful face-to-face meetings that result in increased loyalty and satisfaction.