We interviewed Zazil Mastache, Senior Executive in Logistics Consulting at xpd global, about the relation between happiness at work and a world-class customer service.
xpd global: Hello, Zazil! Thank you very much for giving us this interview. To start, we’ll tell you an idea and you are going to tell us if you agree and your opinion as a talented professional at xpd global. Ready?
Zazil: Ready!
xpd global: “xpd global focuses on a world-class customer service and creating unique logistics experiences for them.”
Zazil: Yes! xpd global, more than being a great company, is a family with well-established values that manages to consolidate many talents, all joining forces, focused in a professional and human way to generate satisfactory experiences, in an efficient, effective and strategic way that manage to be unique.
xpd global: What makes you, Zazil, such a talented professional, choose xpd global every day?
“xpd global offers me every day a great opportunity to learn, develop, meet new people, broaden my vision, not only professionally but also personally. It has also taught me how to structure my goals and quantify them to identify areas for improvement and get to desirable results”. Zazil Mastache, Senior Executive in Logistics Consulting at xpd global.
Zazil (cont.): xpd global allows me to:
- organize my time efficiently to be a happy professional to do what I like,
- have time for my family and to be able to transmit in a positive way to my children that a balance is possible in all areas of life, that it takes a lot of work and effort to achieve what you want.
xpd global: Zazil, do you have children? How old are they?
Zazil: I have three children aged 11, 9 and 6.
xpd global: Congratulations, Zazil! How long have you been working at xpd global?
Zazil: I’ve been working at xpd global for two and a half years.
xpd global: We would like you to remember something you did in these years at xpd global that left you very proud, because it was a challenge and you achieved it very well; the client was very happy at the end. How would you tell your children?
Zazil: I have several very fond memories in these two and a half years of great challenges and satisfactions.
One of them was the closure of the account of a leading global company in the food and beverage sector. I prospected this account for almost two years in a constant and active way, seeking to strengthen the relationship with my direct client.
It took a lot of effort; I visited the client on several occasions at their plant in Querétaro (MX) and in Guatemala – carrying out an exclusive workshop – and finally on a sales visit in Colombia that opened the door to first assignments.
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After a long time and effort, we managed to close a negotiation. For me, the most important thing is to know that my direct customer is very satisfied with all the follow-up that has been given to them.
My children have lived every part of this story. Since I started prospecting, the first thing I did was tell them that I would be looking for the opportunity to meet and support in the process of food that they like quite a bit, that many of the supplies come from other places, even from the other side of the world!
The kids were excited and, whenever I had an appointment or session, they asked me if I already knew the characters of the brands.
After some time, when I got the first assignments, I invited them to lunch and told them that after all this time I had managed to help a little to move some of the company’s supplies so that it could reach Brazil.
I thanked them for their support and motivation. I told them that it was an example of teamwork and that if we want something, we have to work hard and in an organized way to achieve our goals.
xpd global: Zazil, now please think about our values as an organization (our readers can learn about our corporate culture by visiting our website). What values do you consider fundamental at xpd global to ensure customer service and that everyone feels truly valued and understood?
Zazil: The values that I consider fundamental for the client to feel valued and understood are:
- Promptness: We follow up in a timely manner, attending and always responding to our customers. In this way, we seek to make them feel important and, above all, valued.
- Creativity and innovation: We are constantly looking for solutions for improvement and anticipating eventualities. This is something that customers undoubtedly value and feel understood, cared for, and valued.
- Integrity: We do the right thing, we are honest, clear and transparent, and customers value all of this in any circumstance.
- Passion to serve: We always show this commitment and love for what we do. When our clients perceive it, it generates positive results.
xpd global: What motivates you and the team to maintain our ongoing commitment to customer service excellence, even in the most challenging of times?
Zazil: Seeing our customers happy, satisfied and witnessing the improvements and the positive things we can bring to companies, but above all to the people with whom we interact is the greatest motivation to continue working on improvement and seek excellence day by day.
Even when we face challenging situations, it is a great challenge to get ahead in the best way and leave the best mark on each of our clients, facing and seeking solutions to any eventuality, showing our commitment and integrity as their logistic partner.
Also, to do our bit to give back for everything that xpd global does for each one of us.
Each and every one of the talented professionals with whom I have had the opportunity to interact, to work, have had a great contribution, attitude and managed to generate a synergy that together gives better results to our clients.
xpd global: Thank you very much for all these reflections, Zazil. To finish, what advice would you give to a talented professional who is coming to xpd global and is looking to build authentic and meaningful relationships with clients?
Zazil: The advice I could give them is that working meticulously on the fundaments of the account and especially understanding our direct clients’ needs can give us tools to achieve a more valuable approach since the first time, with clarity and transparency, active listening and being constant and persevering, showing our passion to serve. These best practices are essential to be able to build trust and long-term relationships.
Likewise, I reiterate that they can find a family in xpd global that pushes and motivates you to continuous improvement, with great learning challenges and professional and personal development.
