Chocolates à la Carte

Nancy Gilmore: Customer Service

Chances are if you have called Chocolate à la Carte to place an order, or to get information on the many products that the company manufactures, you have spoken with Nancy Gilmore. She has been with the company since it was established in 1996. Nancy is in charge of customer service support which involves everything from advising customers on product selection, to assisting with development of custom products, to processing orders, to making sure that orders arrive in a timely fashion.

Nancy believes that advance planning and good communication are important in obtaining the best possible service from Chocolates à la Carte. She strongly recommends allowing at least three weeks for the development of custom orders and ordering at least five days in advance for standard items. This will allow for a follow-up shipment if more product is needed. For example, if an event is going to be held on the 10th of a month, she suggests having the shipment arrive no later than the 8th.

Advance planning can also save money. If there is enough time, an order can be shipped via refrigerated ground transportation instead of air freight. Also, if a customer has several events coming up, quantity discounts will be given on larger combined orders.

" I really enjoy the phone relationship I have with our customers," says Nancy. " We love to help solve problems in creative ways that are mutually beneficial. Chocolates à la Carte was built by taking care of our customers. We will do whatever is humanly possible to get an order out because we know that emergencies or unexpected things do happen."

Nancy adds with a smile," One of our salespeople once kiddingly said to a customer, 'We perform miracles without an appointment."

When asked what was the most unusual request she received for a custom chocolate form, she answered that it was for a launching rocketship complete with smoke clouds for an event in Washington, D.C. "Another time, we were asked to make a full size chocolate computer for a sales meeting," she adds. " We had to work fast because it had to be done in one day, but we did it, and the customer was very impressed!"

Nancy's friends all believe that she has the perfect job. A self described "Chocoholic," many days she can be found in the chocolate factory tasting and making sure that the chocolate is of the highest quality for her customers!