Customer Solutions Manager.
“I tell my employees that we’re in the service business”, wrote Southwest Airlines founder Herb Kelleher. “It’s incidental that we fly airplanes.” Amelia Silva knows what Herb’s talking about. Amazingly, this year marks Amelia’s 25th in Laddawn’s service business.
We first wrote about Amelia 11 years ago. By that time, she’d been around for eight Laddawn manufacturing and warehouse expansions, three computer conversions and two incarnations of Laddawn.com. At the helm of the Customer Experience department that had just eclipsed 100,000 orders annually, Amelia worked tirelessly with her team to speed workflow and to drive error rates below 4/10ths of one percent. That work helped lay the foundation for our service models today.
Good customer service, we wrote in 2006, is born of enthusiastic personalities and a willingness to lend a hand. But when it’s enabled by rich product, program and systems knowledge, it becomes exceptional. That Amelia has been so consistently good for so long has made it even more so. “We are what we repeatedly do,” wrote Aristotle. “Excellence is not an act, but a habit.”
The thing is, Amelia has just always been extraordinarily driven. As a young athlete, she starred in track. Later, as a bodybuilder, she placed 8th nationally. Today, she competes on teams in three Dek Hockey leagues. As an inspired single mom, she raised a daughter and is the proud, spoiling Nana of three beautiful grandkids. She will tell you that her drive was a gift from her mother and grandmother, both spirited and devoted role models, and from a supportive, competitive family.
Of the Southwest family, Kelleher once said, “it’s exuberant, it’s caring, it’s dedicated, it’s diligent, it’s fun, it’s rewarding, it’s a joy.” It’s a sentiment that rings true for Amelia. Families provide the ties that bind. And so, it’s been the Laddawn family that’s both provided the onramps for service to our customers and been so personally satisfying.
Twenty-five years later, Amelia serves as Laddawn’s Customer Solutions Manager. Part process engineer, troubleshooter and mentor, her handprints are all over workflow processes, ISO audits, corrective actions and new software development specifications. As ever, the end game is service. And for Amelia, it’s a joy. Happy 25th anniversary, Amelia.