The key to world-class customer service
is having reliable and enthusiastic
employees who help to promote the company. At Great Lakes Integrated, employees treat every project as if it were their own.
The company, headed by Chairman,
President and CEO Jim Schultz, began in
1931 in the printing industry and has grown
to offer comprehensive marketing communications services with print
and electronic solutions.
When it comes to its
service offerings, GLI
takes a strategic sourcing
approach. By orchestrating every communication
project from start to finish,
GLI is able to build a strong partnership with
its clients to eliminate redundancies and
overhead, minimize inventory, reduce print
preparation and production lead time, and
increase margins by maximizing the effectiveness of each purchasing dollar.
Serving clients is the priority at GLI, and its
management team wants employees to come
up with out-of-the-box thinking to improve
customer service. This ongoing message is
communicated to employees through GLI’s
intensive training and development program.
Employees are also encouraged to share
ideas through plant meetings, company
newsletters, intranet communications,
employee surveys, roundtable department
forums and lunch-and-learn sessions. GLI
management says these open communications help employees take ownership of decisions that strengthen the company.
Success at GLI is defined by lasting relationships with clients. The company has
grown with its clients, and as their needs
change, the company modifies its services to
accommodate them and grow with them. Its
oldest client has been doing business with
GLI for 65 years.
Schultz says customer service is not just
about what a company can give to a client; it
is a culture that is developed and molded
from the CEO to every employee, beginning
as a mindset and ending with solutions.
HOW TO REACH: Great Lakes Integrated, www.glintegrated.com or
(216) 651-1500