PP: What is your greatest business accomplishment?
TW: I'm still proud of the day I introduced myself to my largest customer account, International Paper, in my brand new sales position and was told frankly, "Why are you here? Your company is arrogant and complacent—you no longer have this business." That was an eye-opener and that became the best piece of business advice I ever received. I managed to hold onto that account in spite of the rocky start by convincing my client that my attention to detail, forthrightness, integrity and ethics would remain strong and they did, with regular performance meetings and continuous updates. I still employ this hands-on strategy today, nearly 20 years later, calling my customers to confirm an order ship date, following up with end-users on product satisfaction and making sure I'm available at a moment's notice to make an onsite visit or quote a new project.