Delivering excellent customer service

Hannah Game takes her role as Sales Manager very seriously. She is passionate about Prototype Projects and she knows that delivering excellent customer service – from quote through to delivery – is important.

When she first started with Prototype Projects, back in 2010, Hannah worked alongside Gary Turner who processed the quote requests while she drove the van making deliveries and handled the dispatch paperwork. Now, Hannah manages a small sales team comprised of Adam and Wendy. Adam, Senior Sales Advisor, developed his experience from the years he worked in the rapid prototyping team and so now handles all the technical elements of 3D Printing and Vacuum Casting quoting. Wendy, Sales Advisor, joined the team in mid 2021 and she works alongside CNC Manager, Ian Reinemann, to process the CNC quote requests.

Hannah prides herself in delivering fast turnaround on quote requests. In fact, if you follow us on LinkedIn or Instagram, you may have spotted her personal best of one minute and 46 seconds earlier in 2021. Her passion for work is infectious as the team try, in vain so far, to match or beat her record!

Unlike many of Prototype Projects’ competitors, Hannah and her team proactively develop good working relationships with our customers. Hannah said:

I firmly believe that our customers value being able to email or call any one of the sales team to talk about their quote requests or orders. At the same time, we’re respectful of their time and make sure we don’t pester them unnecessarily.

In Hannah’s early days with Prototype Projects, she shadowed Gary who showed her the ropes and helped develop her technical understanding. Now, as a member of the leadership team, Hannah manages the flow of quote requests to the team and freely admits that she runs a tight ship.

Each morning, I go through new emails from customers and allocate the work to Wendy and Adam. Then, throughout the day, I monitor the email account our customers use to ensure we are responsive to their needs.

As part of her leadership role, Hannah joins her peers for their 15-minute morning ‘Huddle’ meetings where the team updates one another on project work related to the company’s strategic vision.

Since Gary’s passing, Hannah has also taken over managing various day-to-day operational duties as well as acting as the Mental Health First Aider and ensuring everyone is Covid-safe.

Although Hannah is the Sales Manager, she is very conscious that she and her team do not adopt the traditional pushy sales approach. She says:

I personally dislike the hard sales approach and, following valuable feedback from our customers I know many feel the same. That’s why I developed a soft sales process for my team to follow and we find this a nicer and more productive way of working with our customers.

Linked to this, Hannah has also worked alongside Justin and the IT team to develop automated systems to manage elements of the quoting process to aid the team with their role and enable Hannah to analyse trends and adjust her team’s work accordingly.

Outside of work, Hannah recently adopted Juno, a rescue Collie who was very much in need of a loving home. Although still nervous, Juno is settling in well and gets plenty of attention from Hannah and her two grown-up daughters, as well as Syd the Labrador. Hannah also loves all things psychic; spooky, but true!

Meet other members of the leadership team

• Justin Pringle, Managing Director
• Ian Reinemann, CNC Manager
• Tim Rowell, Quality and Operations Manager