Recently, a customer at Spahn & Rose’s Waverly, Iowa, location wasn’t very happy. A miscommunication with an order meant that the man had to exchange some building materials for a home addition. He even exclaimed that he would never shop at Spahn & Rose again.
But because of the determined, unwavering assistance from the store’s Outside Sales Representative Emily Henry, the customer relented and finished his project with building materials from Spahn & Rose—and said he indeed plans to remain a Spahn & Rose customer. Henry’s knowledge and outstanding service, he said, were indispensable to the completion of his project.
This interaction, emblematic of Henry’s long history of excellent service and strong rapport with contractors, has earned her the May Above & Beyond Award.
“Emily is a team player, and with her drafting expertise and rapport with contractors, she’s willing to do whatever it takes to help customers,” says Garry Kolbet, General Manager of the Spahn & Rose Waverly location. “She really looks out for customers, even when it’s tough to make sure they get what they ask for.”
Henry started at Spahn & Rose in 2005 and became the Assistant General Manager at the Cresco location before moving into an Outside Sales Representative role with the Waverly store in September 2019.
“I like dealing with customers, because every project is different and unique,” Henry says. “My job allows me to be creative to help customers bring their dreams to life.”
However, she doesn’t subscribe to the old cliché that the customer is always right.
“Instead, you have to level with the customers and show them you are on their side,” Henry says. “I want customers to walk out of the store or hang up their phone feeling excited and positive about their project. When my customers are happy, I’m happy.”
Henry’s advice for other Spahn & Rose employees when dealing with customers: “Put yourself in their shoes,” she says. “Always ask yourself what you can do to make your interaction a better experience.”
When she’s not working, Henry likes spending time horseback riding with her daughters. “Trail riding with my girls is how I keep my sanity,” she says.
As a recipient of the Above & Beyond Award, Henry will receive a $100 Visa gift card and is eligible to be named the company’s Employee of the Year.
Spahn & Rose employees can be nominated for the monthly Above & Beyond Award by coworkers, supervisors and customers. When a customer submits a review, any employees mentioned are nominated for the honor. Customers can also nominate employees for Above & Beyond through Spahn & Rose’s social-media channels, including Facebook, Instagram and Twitter.