The holiday season may start for shoppers in November, but at ACS it begins in July for a very good reason.

As an Account Manager, I work directly with our clients to ensure their post-sale experience is just as seamless as their pre-sale success. That means we do not wait until the Black Friday chaos hits to prepare. We build the runway months in advance.

Step 1: Collaboration Begins Early

By mid-summer I am already having detailed conversations with our clients, retailers such as Staples, Tractor Supply, and Testrite, about their holiday product lines. We collect everything we can get our hands on:

• A full list of holiday specific products

• Complete parts breakdowns for each item

• Product images, model numbers, and instruction manuals

• Information on where each item will be sold (in store or online)

This step is crucial. It gives us the visibility we need to avoid surprises when customers start calling.

Step 2: Stocking the Warehouse Before the First Sale

Once we have locked down product and parts information, we coordinate to have replacement parts shipped to our warehouse before the first product even reaches the shelf.

This proactive stocking means that when customers call in missing a bolt, looking for a replacement light, or needing help with an assembly, we already have the solution on hand. No delays. No finger pointing. Just fast and accurate resolutions.

Step 3: Training Our Reps to Be Experts

At the same time, our call center reps start training on the holiday lineup. We walk them through manuals, show them pictures, and prepare them on frequently asked questions.

By the time those products are in living rooms and garages across the country, our team sounds like they built them. This training makes all the difference. When a frustrated customer calls two days before Christmas because their tree stand is missing a screw or their toolset instructions are unclear, our reps can calmly walk them through a solution because they have seen it all before.

Why It Works

The holiday rush is where great customer service either shines or cracks.

Our early preparation leads to:

• Faster call resolutions

• Lower part request turnaround times

• Fewer escalations

• Happier customers at the most stressful time of year

And more importantly for our clients, it protects their brand reputation when it matters most.

At ACS, holiday prep is a team effort. From the warehouse floor to the call center to the Account Manager coordinating every moving part, it is not glamorous work, but it makes a world of difference.

Because great customer service does not begin in December. It starts in July.