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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 Lisa actively building relationships out in the field, and an Internal Account Manager like Tom 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 North West, Lisa and Tom 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?"

Lisa: "I’ve been with William Smith for just over 5 years now, having started in the printing industry before moving into material distribution.”

Tom: "I’ve been here for just over a year. I heard about the job through the grapevine and sent my CV in before it was even advertised! I’ve worn many hats in previous roles, from working at a young offenders institute to running the working men’s club here in Barnard Castle!”

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

Lisa: "My first thought? He’s very tall! But more importantly, he was immediately friendly and confident in his approach.”

Tom: "Lisa struck me as incredibly work-driven and motivated, not to mention her profound industry knowledge.”

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

Lisa: "Tom's approachability and confidence, whether it's over the phone or in person, really stand out. He’s also got a great sense of humour, which is essential for staying positive in this role."

Tom: "It’s Lisa's industry knowledge that makes her exceptional. She understands the sector intricately and has a great handle on the area we work in."

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

Lisa: "We hold a Teams meeting once a week to discuss objectives and manage tasks, and then we keep in touch as necessary. It’s a dynamic that works well, especially with my travel schedule."

Tom: "Exactly, we set targets together, ensure we’re on the same page with our customers, and support each other’s strategies."

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

Lisa: "Both areas that I’ve covered during my time at William Smith are ones that I’ve looked after in previous roles so there were no real surprises! Plus, it’s where I live so I suppose it feels like home!”

Tom: "The customers were incredibly welcoming. It’s been easy to assist them because they’re already very knowledgeable themselves."

Q: "What's the best thing about working with your buddy?"

Lisa: "Working with Tom means we tackle issues and objectives together as a team, which is effective and reassuring for customers. I appreciate that we can depend on each other."

Tom: "Lisa is very easy-going and great to work with. She’s always up for a chat and very friendly. We can get on with our work as individuals but know that we can work well together as a team to deliver the best service possible.”

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

Lisa: "Confident!"

Tom: "Knowledgeable."