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Always Putting the Customer First

Sometimes business is more than just a transaction. The YMCA of Greater Houston has been one of Houston’s leading non-profit organizations for over 125 years and has established a true reputation as a pillar of the local community. At the YMCA the customer always comes first and the whole organization goes to great lengths to make sure that customer has a great experience from beginning to end. That’s why as the Vice President in charge of Facilities, Stuart Duke values partnership above all else. Stuart started working with IQ Total Source because of the emphasis they put on developing a relationship and delivering value to the YMCA. “I can buy toilet paper from 100 different people” remarked Duke “At the end of the day I want to know that I have somebody who is a true partner. Somebody who is going to go out of the way to ensure that my customer has a great experience. IQ is that partner”.

“I can buy toilet paper from 100 different people. At the end of the day I want to know that I have somebody who is a true partner. Somebody who is going to go out of the way to ensure that my customer has a great experience. IQ is that partner” – Stuart Duke

The Results

For over 2 years the relationship between IQ and the YMCA of Greater Houston has continued to grow and build upon its initial success. “The IQ team has always been there for us 24/7” noted Duke “we’ve run out of paper in several locations on a weekend and IQ had product within our facility in 2-3 hours”. It’s that type of service that has enabled IQ and the YMCA Greater Houston to develop a long-standing relationship built on trust and a desire to serve the end customer.

A Continuous Process

But success is always a moving target. IQ and the YMCA both know that the partnership will need to continue to evolve and build upon the strong connection that has already been established. “With IQ it’s not just an upfront thing” noted Duke “The whole team has continued to be proactive in getting us the best products at the best price. They’ve even done their own savings calculations to help us out and will go to the manufacturers/distributors and fight to get us better pricing.” IQ and the YMCA of Greater Houston have managed to build a strong, mutually beneficial relationship and a high level of trust. It’s something Stuart Duke saw the potential for from the very beginning when he was considering making the switch to IQ “In the end it’s all about partnership” concluded Duke “even if IQ didn’t save me a nickel I still would’ve switched.”

December 10, 2015 | Cost Savings, SurePath System, WISE