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Posts by Jeremy Deuchars

What a Turkey on Whole Wheat Taught Me About Customer Loyalty

Customer Loyalty

Today at lunch I stopped at one of the many sub shops that line the busy streets of my fair city.  Observation: We all have a choice on where we can get a sandwich. It’s painfully obvious there is no shortage of places to get a turkey on whole wheat with assorted veggies and dressings. Long story short, I went to pay and the manager was just finishing up inventory so the POS system was down and I had to wait. No big deal. I waited two minutes and in that time three people apologized to me for having to wait. Once the system came back online the woman at the register rang up my meal, and then said, “This one’s on me.” And it really was on her. From what I gathered, employees get one free sandwich per day for personal consumption and she spent hers on me. Read more

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[Order Processing] True Life: I’m An Order Taker.

order - processing - customer - orders - management - supply - chain - customer - service

Jeremy Deuchars ’15

If you’ve read my most recent blog – Watch Out! The Robots are Coming . . . Finally!  It should be fairly evident that I’m all about people elevating themselves as professionals to strive to make a difference in their organization.

I was watching TV not too long ago, and as I was flipping through the channels I came across a MTV rerun of a reality show called “True Life:  I’m . . .”  This particular episode was “True Life:  I’m Allergic to Everything.”  I know what you’re thinking . . . and to answer your question, I don’t typically spend my time watching people on TV detail their struggle with allergies.

But this episode did get me thinking about one “true life” story that’s always bugged me.  I’m going to tell you a short story involving myself, a C-Level executive from a company I previously worked for, and the words he would frequently utter while giving tours of our facility to business partners and prospective customers.

In this past role, I was responsible for driving sales, account management, providing exemplary customer service, and processing inbound sales orders.  I did my job well.  I felt like I was contributing to the success of the company.  I felt good about my place there.  Until I’d hear ol’ C-level walking through the office with that all important potential client, and it never failed . . .  I’d hear those gut-wrenching words . . . “This is our Account Management team.  They take orders.”  Ouch!  My heart would drop into my stomach.  All of my hard work, effort, and long hours reduced down to one simple sentence.  “They take orders.”  If I’m being honest, hearing that did two things.  One, it made me feel like I didn’t matter, and, two, made me a little resentful.  Read more

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Watch Out! The Robots are Coming . . . Finally!

Is your friendly, neighborhood document automation company coming for your job?

It’s an intriguing question.  Maybe a little scary too?  With the fear of high unemployment rates and low job creation numbers constantly looming, why wouldn’t someone stop and say, “Whew.  I’m just glad to have a job.  And I will do everything I can from preventing the robots from taking it!?!”  In the humble opinion of this blogger I’m going to say I respectfully disagree with that line of thinking.

accounts - receivable - customer - invoice - illustration

Jeremy Deuchars ’15

“Something Bigger and Better”

I grew up in a household where my mom stayed at home and raised me and my brothers and sister, and my dad worked in a factory that manufactured gear drives.  Now, if I were to ask my grandparents if little Larry ever once uttered the words, “When I grow up, I wanna work in a factory,” I’d be willing to bet they’d tell me, no.  I can’t think of anyone who would.  He went to work in a factory for 40 years because he needed to make money and provide a stable home for his family.  While I’m extremely grateful for his hard work and sacrifice, I’ve asked him on several occasions, “Dad, what did you really want to be when you grew up?”  The answers varied, but not once has he ever said, “Son, if I could do it all over again, I’d pick the factory.”  That’s enough for me to surmise that even though people get comfortable in their jobs and they make enough money to pay the bills, there almost always is an innate drive that lives deep within the human core to want more and make us strive for something bigger and better. Read more

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