Peggy Lichty & Associates Inc.

FEATURE OF THE WEEK

The Extra Mile - Customer service that's a step beyond

Thanks to Peggy Lichty and Associates (PLA), a Lancaster, Pennsylvania–based sales agency that represents several lines of paper and home décor products, one party supply store had a very merry Christmas last year. When the retailer ran out of a crucial holiday item, PLA donned its Santa suit and got its sled out of storage. "One of our customers ran out of red plates, and their vendor couldn't deliver them fast enough during Christmas week," recalls Peggy Lichty, president of the agency. "If our customer didn't have them, they would have lost that amount in sales." PLA tracked down other area retailers' inventory and sent one of its sales reps to another store, 60 miles away, that had excess plates in stock. The rep bought the plates, then turned around and drove 60 miles back to deliver them to the client. "Independent companies struggle so much to survive in a world of big [corporations]," Lichty says. "We partner with our retailers…to enable them to profit."

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	FEATURE OF THE WEEK


	The Extra Mile - Customer service that's a step beyond
	Thanks to Peggy Lichty and Associates (PLA), a Lancaster, Pennsylvania–based sales agency that represents several lines of paper and home décor products, one party supply store had a very merry Christmas last year. When the retailer ran out of a crucial holiday item, PLA donned its Santa suit and got its sled out of storage. "One of our customers ran out of red plates, and their vendor couldn't deliver them fast enough during Christmas week," recalls Peggy Lichty, president of the agency. "If our customer didn't have them, they would have lost that amount in sales." PLA tracked down other area retailers' inventory and sent one of its sales reps to another store, 60 miles away, that had excess plates in stock. The rep bought the plates, then turned around and drove 60 miles back to deliver them to the client. "Independent companies struggle so much to survive in a world of big [corporations]," Lichty says. "We partner with our retailers…to enable them to profit."