Nancy Gaudinier, Providing Signature Experience for the Past 12 Years
With more than 20,000+ customers during 68 years of business, Bishop-Wisecarver (BW) understands the importance of providing superior customer service. Each year, our BW customers rank our customer service at the highest level and feel the company is more like part of their team than a regular vendor. Taking this commitment to the customer even further, BW has developed a “Signature Experience” program that consistently delivers reliable motion solutions that are on-time, on-budget and on-target, with no surprises.
While each BW employee plays an important role in our Signature Experience program, our Customer Service representatives are clearly on the front lines of engagement. Today we find out more from BW’s Customer Service Supervisor, Nancy Gaudinier, who has been with the company for more than 12 years.
Nancy joined Bishop-Wisecarver in 2006, attended Chabot College in Hayward, Calif., and studied Business Administration.
Q: What is your job function at BW?
NG: As a customer service supervisor, I help fulfill the variety of different needs and requirements of our customers. I help customers get the product and/or service they need and try to make it a seamless, easy process for them.
Q: What do you enjoy most about your job?
NG: I most enjoy working with the customers and solving their challenges. It is important to me that BW puts such a strong emphasis on our customers. We don’t just say they matter, we show them they matter. From the first time we talk with them and determine what they need, to the engineering cycle to follow up after a project or sale is completed, we are with the customer every step of the way. They know this and enjoy working with us because of it.
I also like that my job is different every day - never a dull moment.
Q: What has been one of your most challenging projects at BW and what was the outcome?
NG: One of the most challenging projects was upgrading our company’s computer system. Even with all the best planning, things will happen that are unexpected and you have to make adjustments. It’s exciting to see the improvements made to the system, but there are still reviews and updates that must happen regularly.
Q: Who is your mentor and how did they best help you?
NG: Larry Monahan was a manager of mine at a prior company. Has was very supportive and encouraged each employee to do their best. He was an especially good listener, constructive with teaching problem solving skills and was never demeaning or condescending. Larry was approachable and had your back if/when needed. He was up front and honest regardless of what we were dealing with, and I have tried to utilize what he taught me throughout my career.
Q: Why did you choose a career in customer service?
NG: I truly enjoy working with people and find the problem-solving aspects to be interesting and challenging.
Q: What advice would you give students interested in customer service?
NG: I advise students to work hard and learn as much as they can about the industry that most interests them. I encourage them to find a job, volunteer, do anything that deals with people and they need to learn different personalities, and to be flexible in working with these differences. Once they get a job in customer service, it’s important to know your customers closely so you can best support them.
Q: What do you consider the best attribute of the manufacturing industry?
NG: Manufacturing is a place of incredible innovation. We are always seeking ways to improve how something works, make productivity more efficient and try creative solutions.
Q: What are your interests outside of work?
NG: Outside of work, I am an avid wine maker. You can find me working in our vineyard - NAG Winery. The initials represent my name. Our current wines are Barbera & Grenache. I also enjoy reading, gardening, spending time with my golden retrievers, camping and outdoor activities.