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At William Smith, our unique 'Buddy System' brings together two distinct roles to create a seamless customer experience. With an External Account Manager like Beth actively building relationships out in the field, and an Internal Account Manager like Irene ensuring every client's needs are addressed promptly from the office, this partnership offers a compelling combination of hands-on and back-end support. In the East Midlands, Beth and Irene exemplify just how potent this system can be.

Q: "Firstly, could you both share a little bit about your background and how you joined William Smith?”

Beth: "I've only been with the company for about a year now. Before joining, I often came up against William Smith while working for the competition! My background is largely with reflective products, and mainly Avery Dennison."

Irene: "I've worked here for 5 years. I live in Barnard Castle, and William Smith has a reputation in the local area for being a great place to work. Before this, I was a GP receptionist, but in the past, I worked for BT handling calls, including emergency ones!”

Q: "What were your first impressions of each other?"

Irene: "Beth’s go-getter attitude took me by surprise at first, but as we began to work together, I started to admire and appreciate it about her. She’s a real warrior!”

Beth: "I instantly felt a motherly vibe from Irene. She has a very caring aura about her, and she made me feel incredibly welcome right from the beginning.”

Q: "What makes your buddy excel in their role?”

Beth: "I'd say Irene’s customer service skills. Irene genuinely cares about our accounts, and that comes across in every interaction."

Irene: "Beth is fully committed to her role as an External Rep. She's always guiding our customers in the right direction and going that extra mile for them.”

Q: "How do you communicate and align on goals and strategies?"

Beth: "We speak daily about the figures, upcoming tasks, and what needs to be prioritised. It's a constant effort to ensure we're both on the same track."

Irene: "Absolutely. Whether it's through calls, texts, or in-person meetings, we keep each other informed. We work flexibly and decide on strategies together. That's our secret!"

Q: "What were your first impressions of your area?"

Beth: "It's smaller than what I was accustomed to, but that allows me to focus more on individual accounts. Plus, there’s plenty of room for growth!”

Irene: "My first thought was that it might be a small area, but it surely packs a punch! And it's even more impactful now that it’s grown."

Q: "What kind of feedback do you hear from customers about your buddy?”

Beth: "Irene’s often described as 'lovely and chatty', which makes the whole buying experience more pleasant and personalised for them."

Irene: "Our customers love Beth. Some have worked with her in the past and have shared how reliable and committed she is, and even those new to her quickly recognise her dedication."

Q: "Finally, if you had to describe each other in one word, what would it be?"

Beth: "Happy."

Irene: "Glamorous."