2022 CSR All-Stars: Leanna Moore, Hit Promotional Products
Key Account Executive
Hit Promotional Products, Largo, Florida
Leanna Moore has enjoyed a successful 25-year-plus career at promo supplier Hit Promotional Products. Through it all, she remains humble, crediting her co-workers — a list that includes teams assigned to sales, art and printing — as her greatest teachers. Her loyalty to her employer is only rivaled by her dedication to customer support. Today, she services more than 500 customers throughout the U.S., some of which are the company’s largest clients, according to her nominator.
For Moore, attending industry trade shows as a lead territory rep was a pivotal moment that shaped her current definition of customer service. She recalls walking the floors and seeing 25 other competitors touting their stress ball products, leading her to wonder how she could be better.
“I knew I had to do everything in my power to make sure my customers had a pleasant experience with us,” she recalls. “It reminded me of nail salons — they are everywhere, but I go to the same one because I can trust them.”
She worked hard at honing her craft and became a key account executive approximately 10 years into her journey at Hit. In this role, she oversees orders in-house from start to finish. You’ll often find her answering calls or emails from customers and internal associates alike about new and existing orders. She’s sometimes in the unfortunate position of problem-solving any type of product claim or working with quality control on resolving product concerns. But she makes it look easy and is “excellent” at coming up with proactive solutions, earning her multiple “CSR of the Year” awards from various distributors, her nominator says.
The most curious people never stop learning, and Moore is a perfect example. “It’s important to continue to educate myself, along with my teams, on all new products and procedures, as the new items are constantly arriving and changing.”
Her Approach to Customer Service
I have always found that customer service is the first voice or first representation of my company. It is important to remember the customer would not be calling if they were not interested, so let me keep them interested.
Her First Instinct When Things Get Complicated
Could be an easy answer, “Put myself in their shoes!” There are so many instances that can come about in this fast-paced industry. So many things can go wrong well beyond my company’s and team’s control. It is still up to me to make it happen for our end-use[rs]. I always remind myself, “The customer’s success is our success.”
What Pandemic Fallout Has Taught Her
The supply chain ... has been a struggle on all levels — we cannot allow [what we cannot control] to break our inspirations on continuing to be successful for our end-users. Even though it can be stressful trying to find an alternative item last minute, we don’t give up. All of our partners are determined to get through this, and with the help of each other, we will. Nothing is more disappointing than not meeting the expectations of our end-users. This industry is about promoting, and I cannot imagine standing at a first-rate, planned trade show with nothing to hand out. I have been extremely lucky to work for a company that has a magical procurement and supply chain team.
Her Proudest Career Achievement
Although I have [won] several industry awards over the many years, I would not have any of them if I didn’t work with the courageous teams that I do. I truly have developed some great relationships with some of the hardest-working customers. Though some are very tough to deal with sometimes, they are genuinely some of the most inspiring and understanding customers.
Her Best Advice
Understand what we cannot control while simultaneously capitalizing and making the most of what we can. You are the voice of the company and put yourself in their shoes.
What She Does for Fun
I truly enjoy relaxing in my jacuzzi and listening to old music after a stressful day. I love to laugh. If I am not being a dork laughing at myself, I’m snuggling and playing with my grandchildren. Life is about family, fun, friends and football (love my Buccaneers).
Elise Hacking Carr is editor-in-chief/content director for Print+Promo magazine.