Customer Success Story-The UPS Store: John Brown

John Brown (JB) has been with Whitaker Brothers for just over 30 years. In his time here, there’s almost no situation he hasn’t experienced, or question that he can’t answer. His many years of expertise make him the go-to representatives for everyone’s data destruction and paper handling needs including shredders, cutters, granulators, folders and joggers. He took the time to sit and talk with us about a recent sales experience he had with one of his customers, and how this experience proved beneficial for Whitaker Brothers and the customer.

A few months ago, JB received a call from The UPS Store. As a company that handles document shredding, printing, cutting, and mailing services for their customers, they were no stranger to office equipment. However, they became stuck when they had need for a large paper cutter that would be able to fit through the single front door of their shop.

The UPS Store did their research on paper cutters before reaching out to Whitaker Brothers. They found our website incredibly easy to navigate, filled with content, and what particularly stuck out to them was the fact that we can service their equipment, even when we aren’t located near them. JB said that Whitaker Brothers was the best option for this customer because, “We came up with a solution to fit a cutter and stand through their door without an issue, and provide the maintenance and service that they wanted”. Since the store’s previous cutter had failed them after multiple years of use, the customer knew they wanted a German made machine. “German made cutting machines are better than other machines because they are made with high quality materials, that’s why I love the Triumph line of cutters,” JB said.

JB offered the perfect solution for the customer a Triumph 5255 Paper Cutter. It’s large enough to handle the volume that the UPS Store sees on a daily basis, it is programmable, and is also easy to use. JB kept the customer satisfied by providing references of other customers who have used the cutter and also directing them to a video that Whitaker Brothers shot, explaining in a more in depth way, how to use the machine.

While we wish this was a perfect example of a sale, not every transaction can progress un-hiccuped. When the cutter arrived to the store, it fit in through the single door as expected. However, when it was set up and started running, The UPS Store noticed that the machine came with a defective blade. After a quick call to Whitaker Brothers, JB sent out a local technician immediately to service the machine and change the blade at no cost to The UPS Store. It’s the immediate response and top quality service that makes Whitaker Brothers a cut above the competition.

After working with Whitaker Brothers on the cutter, and being impressed with JB’s expert skill and knowledge, The UPS Store decided to come back and place another order for a paper folder just a few weeks later. JB described working with this particular customer a “pleasant experience”. The UPS Store must have felt the same way, they have since referred our business to other shops in the area.

As always, Whitaker sales reps always go above and beyond to assist customers with their needs.

“I treat every customer with the same respect,” JB said. Whether they are purchasing a $300 folder, or a $4000 granulator, it’s my job to help solve your data destruction and paper handling problems”.

Have a question? Call and ask for John Brown! 800-243-9226

Or, submit a form to us online HERE!