Your companies' physical image and branding solution is an integral part of being who you are. This is the face to your business, and as such is hugely important to you that it satisfies all of your needs. In order to make sure that happens, Dualite's Account Service Managers have over 100 years of combined experience guiding you to the creation of that perfect sign, and then managing every detail from its conception through to its' installation.
Obviously no two accounts are the same, and over time, we may need to adjust by evaluating our Account Manager's strengths/weaknesses compared to the needs/demands from each of our particular accounts.
Dualite hosts “a dedicated team who manages accounts/projects in a timely and professional manner, with customer satisfaction as our main goal” (Mary Ann Brinkman). Each of our Account Managers are excited to “work with brand leaders, installers, and end user to craft signage solutions which meet or exceed the expectations and requirements of image and function while maintaining compliance with the various state and municipal departments.” (Celeste Hutchison). John Hiler, the Director of our Account Services department describes the Account Managers “as the catalyst of the sign industry. This department is where it ALL happens. Account Managers are skilled at working directly with our customers, and also with almost every department within our company and the industry at large. Our Account Managers are involved from start to finish, providing quality, on time service to the customer.” At Dualite your branding solution will be handled by knowledgeable professionals who are “assigned to their accounts based on experiences. Obviously no two accounts are the same, and over time, we may need to adjust this by evaluating our Account Manager's strengths/weaknesses compared to the needs/demands from each of our particular accounts” so that our customers are always receiving the highest level of customer care and quality available (Hiler).
What can I do today to set myself up for success tomorrow” we work pro-actively, not re-actively.
The foundation of Dualites highly successful Account Managers is and always will be “Communication- In Account Services, we build strategic relationships with the customers and we want to retain that relationship for a long time. Keeping our customers informed on what is happening, and the progress being made in the process helps us to coordinate and maintain a strong relationship with that client.” (Jenn Taylor). From this foundation of communication our Account Managers will learn “to be adaptable to each individual Account and to meet each of our customer's expectations. This allows us to resolve all of their issues and inquiries.” (Missie Gauche). The best way to meet and exceed our customer's needs is by developing skills with “being precise in asking exactly what is needed in a sign. This ultimately helps to maximize the quality of the finished product” (Joseph Garcia). “Often, account managers must find a balance between what a client wants and what they are allowed- either by brand image requirements or permitting restrictions. How effectively these restrictions are understood and conveyed early on often equate to smoother service, less delays, and improved customer experience down the road.” (Hutchison). Working as an Account Services Manager at Dualite “will drive you to be organized and to make sure you understand the situation, or ask questions until you do understand it. In this department we are always thinking ahead, asking “What can I do today to set myself up for success tomorrow” we work pro-actively, not re-actively” (Hiler).
It's a lot like being a mother – juggling schedules, accounts, appointments, and handling sudden changes quickly and without disruption to the ongoing processes while clearly communicating expectations and possible ramifications, all while making customers feel they are being heard, and ensuring they know they are appreciated.
“I believe everything we do is part of managing a project.” (Brinkman). Dualite's Account Managers handle a tremendous amount of details and behind the scenes processes to bring a sign from conception to installation. “It's a lot like being a mother – juggling schedules, accounts, appointments, and handling sudden changes quickly and without disruption to the ongoing processes while clearly communicating expectations and possible ramifications, all while making customers feel they are being heard, and ensuring they know they are appreciated.” (Hutchison). Dualite's Account Service Managers work closely with nearly every department within the company to ensure the process runs smoothly and efficiently. Mary Ann Brinkman explains it like this: “The art department provides our sketches, the sales department provides us with pricing for our sign programs and customer items, the engineering department provides foundation and shop drawings, the accounting department provides our billing, the purchasing department provides us with parts which we do not make in house, and our factories produce our high quality signs”. Each of these departments and their contribution to the overall sign project are all managed by our incredibly talented Account Managers. Besides working with our departments “one of the most challenging things Account Managers face is that our performance is dependent upon the installers we hire.” (Hiler). In addition to scheduling and working the logistics of our installers, our Account Managers also “work with Installer's to obtain sign permits, provide the drawing and other information which is needed for permitting. We help navigate permitting across the country as it becomes more and more challenging for our Installers as Codes continue to get more restrictive.” (Gauche). In addition to all of these responsibilities our Account Managers are able to ensure “our products get shipped and delivered in great condition all while meeting deadlines regardless of issues with products received.” (Gauche).
We understand that each job site is unique in it's own way and believe it's most important for every Account Manager to be at field installations to fully understand all of the intricacies which make each job unique.
“The fact that our Account Managers are involved in almost every aspect of the job, from start to finish, we act as the catalyst of the projects and keep them moving forward.” (Hiler). Dualite's Account Managers find it “extremely important to be involved in every stage of the process. This provides deeper understanding of any and every risk associated and allows us to mitigate and navigate these risks” (Garcia). While we could manage every aspect of our signs from behind a desk, Dualite's Account Managers “like to meet the installers on site. It's a learning experience to see what all goes into an installation, and its amazing to see all of the prep work required to install a sign” (Brinkman). We also understand that “each job site is unique in it's own way and believe its most important for every Account Manager to be at field installations to fully understand all of the intricacies which make each job unique.” (Gauche). Besides our dedication to your sign being installed correctly, effectively, and efficiently we also recognize our many relationships are each unique and present their own intricacies. We recognize that “new customer prospects are aware of what we can offer, but have not personally experienced it yet. We know we need to do all we can to show that new customer the service and the quality we provide. While our existing customers are already aware of our excellent customer service and the high quality products we provide, we strive to maintain these qualities. We ultimately aim to develop strong relationships with our long term partners/installers, becoming familiar with them growing to depend on one another to complete successful projects” (Brinkman). We recognize that our business is only as strong as our relationships, and we seek to foster deeper relationships with everyone we are honored to work with or for. “Each project is complex and handling the Project well from start to finish is the best type of Customer Service. It is my experience, for this to be true, that Dualite as well as our installers are willing to do whatever it takes to make each project a success!” (Gauche). Finally, “the best thing about what our Account Services department does is that we get to work with so many people, from the customer to the installers, to all of our other departments. If you were to ask any of our Account Managers, they will tell you our success isn't possible without the hard work from everyone involved- sales, art, engineering, accounting, installation, and especially manufacturing. We couldn't be successful without all of them, that is certain” (Hiler).