Managers Share Secrets of Success

CS: Is yours a seasonal business?
Pitkow: Our big seasons are Father’s Day and fourth-quarter holiday.

CS: What one call center accomplishment are you most proud of?
Pitkow: Cigars comprise a niche market; there are only a couple million cigar-smokers in the country. We’re recognized as superior in customer service in the cigar business, and so it’s great to get e-mails, letters and calls from customers lauding our associates for turning a negative event into a positive.