Liberty Intercept Blog

Customer Service with a Smile

Posted by Joe Spitz on Apr 3, 2024 11:23:39 AM

"What do we live for if not to make life less difficult for each other?" – George Eliot, Novelist


Elaine by the ocean

    If you rely on the Liberty Packaging Co. as your supplier for Intercept Technology products and other packaging materials, you most certainly have spoken with or perhaps met Elaine, president of the company. In her early career she trained at some of the most successful retail operations in the Northeast, including as Filene’s, Jordan Marsh, and Nordstrom (which she will tell you was her favorite job ever). Elaine received highest honors from Nordstrom for customer service, eventually adding new-hire training to her duties as part of the service experience management team. That training is what drives Liberty Intercept’s conscientious approach to customer service.

    Elaine is also a professional singer. We asked Elaine about her side job with The Tom LaMark Orchestra, and whether there is a correlation to her customer-centric focus at Liberty Intercept. “Working as a professional singer in and around Boston for so many years has provided continuous on-the-spot education in customer service. In addition to singing, my duties for each unique gig include acting as liaison between room managers, the band, and the bride/client or event planner. Each event venue has its own system for how things must flow, and event protocol must be learned and closely followed. Throughout my singing career, I have learned (sometimes in trial-by-fire fashion) to be assertive, collaborative, and a clear communicator.

    Whether singing for people on the gig, or running the Liberty office, Elaine’s ultimate goal is and has always been for the individual customer to feel satisfied and happy with their experience. In her words: “We hope our customers are pleased and enriched by their partnership with Liberty Packaging. It’s inevitable that we run into challenges for one reason or another, but providing a response, even if it’s not the response the customer is hoping to hear, is our habit. And then we muster our resources to try and solve whatever the obstacle might be."

    Liberty Packaging began in 1996 and has a solid group of customers who have been with us for 25 or more years. We’re delighted and grateful for this type of partnership and it’s something Elaine mindfully fosters in her daily interactions with our customers.


"We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes — but I was passionate about customer service." – Tony Hsieh, CEO Zappos

Topics: American manufacturing, reliability, Liberty Packaging, customer service

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