Liz Hallstrand goes above and beyond to support her customers — and her daughter.
As a single, full-time, working mom, Liz sought a company that would allow her to better provide for her child while also aligning with her own family values. During her job search, she came across BW Papersystems in Phillips, Wisconsin (U.S.), which offered the exact stability and work-life balance she was looking for. She accepted a position as a Customer Service Sales Representative and has been able to support her daughter at home while also cultivating another caring family environment within the workplace.
Her favorite part of working in sales is interacting with customers, getting to know them on a personal level and learning how she can make their lives easier. She does everything she can to meet her customers’ needs and derives a great sense of accomplishment from their satisfaction.
“You need somebody to be on that front line, that base that's keeping that rapport and that relationship with them, and to kind of give them that sense of security and trust that you're going to have their best interest at heart,” Liz said. “[You] do your very best to make sure, at the end of the day, that you have satisfied all the things that they need and have at least done to the best of your ability to make them happy.”
Liz is passionate about helping others and goes the extra mile to ensure her customers have what they need to succeed. If a customer encounters a problem, she is always there to provide support. Her positive outlook and demeanor allow her to empathize with others and see the bright side in every situation.
“Usually, I respond with kindness. That's my biggest thing…” Liz said. “If you can shine a little light onto their situation and just understand where they're coming from, first off, not making it downgraded like, ‘I totally get what you're going through right now. I would be frustrated too. I'm going to see what I can do to help you.’ Just try to keep it positive and upbeat.”
Liz has an innate knack for serving customers, but that did not stop her from learning invaluable lessons through Barry-Wehmiller’s internal learning courses. While taking Barry-Wehmiller University’s Culture of Service course, she realized that customers can be more than just her work clients — they can be friends, strangers and even family.
“Culture of Service has been very eye-opening,” Liz said. “I feel like it's given me different tools to use in my day-to-day life with my work and family relationships — to think about things in a different perspective, using different lenses and understanding where a customer is coming from or who is actually a customer in your life.”
Barry-Wehmiller University was founded in 2008 to empower every team member to realize their gifts and talents, promote individual fulfillment and drive performance — but the classes impact much more than the individuals taking them. Broadening the definition of a customer, for example, has allowed Liz to better serve the lives she touches every day.
Courses centered around serving others and listening empathetically have become so popular internally that the Chapman Foundation for Caring Communities and Chapman & Co. Leadership Institute now teach these topics outside the organization.
During Barry-Wehmiler University’s Listen Like a Leader course, Liz gained listening skills that she applies to her professional and personal interactions with others.
“Sometimes you have to listen to get all the information,” Liz said. “If you miss a little piece of information that they already gave you, well, then you're asking them for more information back, but it's important to listen because then you can fully understand what they're going through.”
When you listen to others, you do more than simply gather information. True, empathetic listening makes a deep impact on another person’s life — it shows them that they are cared for and valued.
“I feel very fulfilled working here, and it just gives me this feeling of importance like I matter,” Liz said. “So, when I feel like I matter and I can make a difference, then I want to succeed. I want to make the customer happy because I feel happy, so why not help them in their situation?”
Liz shines when serving clients during the workday, but her impact spans far beyond the plant walls. Liz brings her optimism home each night, allowing her to make a difference in the life of the ultimate customer — her daughter.
Better Work. Better World. is a video series designed to shine a
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