As sales manager for Innoplast, Brooke Long brings a strong customer-service focus to the manufacturer of vehicle and facility protection products.
“Most people know us for our BollardGard bollard covers,” Long said. In fact, it’s that product that led the company into the car wash industry. The plastic bollard covers are a quick and inexpensive way to improve the appearance of rusty or dirty metal posts that protect the car wash bars and vacuum islands. The company also makes delineators to help guide customers and overhead clearance bars.
Long loves the challenge that comes with the industry and the frequency of change she sees. “It never sits still,” she said. “Car washes change hands, or people want to give their site a facelift to match a corporate or personal scheme.”
More than that, however, she enjoys the uniqueness of the industry. “Just when you think you have seen it all, something new pops up,” she said. “We’re always up for a new challenge. We have the capability to make custom molds or specialized products too.”
And as a participant in ICA trade shows for the past five years, she’s had the opportunity to meet a lot of people. “It’s always great, especially since it seems to be growing so much,” Long said. “Each event is an opportunity to reconnect, find new things and partner with new people.”
Long always keeps her focus on customer service, especially when it comes to clients. “Always get back to the customer, even if you do not have the answer you think they are looking for,” she said. “You do not want the customer to think you forgot about them. Let them know you are working on the situation and you will be back in touch with them once you have an answer. And if you are not able to solve the problem, tell them that too. Honesty goes a very long way.”