At OOT Box Media, customer service isn’t just part of our process—it’s the foundation of everything we do. That’s why we were proud to see our CEO, Andrew Bartlett, take the stage at CILCSA’s (https://www.cilcsa.org/) panel discussion, The Impact of Customer Service on a Business.
The event brought together local leaders to discuss how customer service shapes their industries. With panelists like Sarah Stout from SIU School of Medicine, Robert Ferriell from Capital Area Career Center, Chad Larson from Mel-o-Cream International, and Chris Hembrough from Peerless Cleaning & Restoration Services, the conversation was as diverse as it was inspiring. Andrew’s insights added a unique perspective from the creative world of marketing and media.
When asked how OOT Box Media measures the effectiveness of its customer service efforts, Andrew emphasized the importance of consistent communication. His team sends out quarterly surveys to clients, creating an open channel for feedback. But it doesn’t stop there—clients have the option to schedule in-person meetings to discuss their responses. This intentional approach ensures that OOT Box Media isn’t just meeting expectations but exceeding them.
For Andrew, building a team that consistently delivers exceptional service starts from within. He shared how OOT Box Media keeps morale high by fostering a culture of recognition. Team members regularly shout out their colleagues for going above and beyond, with these acknowledgments celebrated in front of the whole team. This culture of positivity even extends to something as simple—and meaningful—as colorful Post-it Notes. Team members use them to write quick notes of appreciation or encouragement, which are then displayed as visible reminders of their collective support. Occasionally, friendly competitions with perks or rewards are introduced, keeping the team motivated and engaged. This balance of appreciation, creativity, and a little fun goes a long way in maintaining a passionate and service-driven culture.
Andrew also highlighted how moments of challenge can become opportunities. At OOT Box Media, even a mistake—like a typo or an oversight—can be transformed into a positive outcome. The team has turned difficult situations into some of their most loyal client relationships by addressing issues promptly, going above and beyond to make things right, and working on processes to help ensure such errors don’t happen again.
Looking to the future, Andrew spoke about the role of technology in customer service. AI is already a significant part of OOT Box Media’s daily operations, helping streamline processes and deliver even better results. However, Andrew pointed out that not every client is fully immersed in the digital world. While it’s essential to embrace cutting-edge tools, it’s equally important to meet clients where they’re comfortable—whether that’s through a phone call, face-to-face meeting, or other personalized touchpoints.
The event wasn’t just about sharing business insights—it was about building connections and giving back to the community. The Toys for Tots drive brought a sense of holiday warmth to the day, reinforcing CILCSA’s commitment to making Springfield a better place for everyone.
Andrew’s participation on this panel was a reminder of what makes OOT Box Media unique: a relentless dedication to creating meaningful relationships and delivering service that goes far beyond expectations.
At the heart of Andrew’s message was a simple truth: exceptional customer service isn’t just about fixing problems or meeting goals—it’s about creating moments that inspire trust, loyalty, and genuine connection.
Ready to see how OOT Box Media can bring that same passion to your business? Let’s connect and start building something amazing together.
Here is a short recap we put together with footage from attendees phones: