National Recognition Products received a last-minute request to print a diploma for a student on life support who was not expected to survive the weekend. An employee worked to rush print and ship the diploma so the family could include it in the student's casket. The company president said stories like this remind them of the true meaning and impact of their work. Providing exceptional customer service, even in urgent situations, helps the company stand out from competitors and creates a positive customer perception.

1. Top 5 Story: NRP Fulfills Family’s Urgent Request
National Recognition Products believes that all students should be honored for their graduation
achievements. NRP believes every student who graduates should be able to participate in their
graduation ceremony and have even donated hundreds of caps and gowns to less-fortunate
students. They understand the true meaning of what their products represent to their customers
and do what they have to do to get things done.
NRP continuously honors their commitment to celebrate everyone’s graduation and a New York
family knows this first-hand. On a Friday afternoon Kurt Beck, an Account Coordinator at NRP,
received a last-minute request to print a diploma for a Long Island University student. The student
was on life-support and was not expected to live through the weekend. The family wanted to be
able to put the diploma in the casket the following Monday. Kurt made every effort to ensure the
order was processed, done and shipped for Saturday morning delivery. He knew the significance
of the diploma to the family and, on his own accord, suggested printing an extra copy for the
parents to keep.
At NRP, employees like Kurt are the core of their culture. This specific order was unique;
however, the same amount of dedication and compassion is given to all their customers. Andy
Billett, President of NRP, adds, “Sometimes in the daily hustle and bustle, monthly reports,
rushes, budget calls and the like, the true meaning of what we do hits us in the face. We should
never lose sight of the true meaning of the products we produce and the real impact we can
have.”
During the week of April 6
th
, the Compass Poll asked, “Do you know how the work you do impacts
the customer's perception of the company you work for?” The majority at 84% said “Yes.”
However, the remaining 18% were either “Not Sure” or didn’t know at all. This is one
extraordinary example of the type of customer experience that will differentiate a company from
its competition and positively impact a customer’s perception.
National Recognition Products, located in Mankato, Minnesota is a leader in providing; diplomas
& covers, graduation products, class rings, letter jackets, caps & gowns, and more to high
schools and colleges across the country. For more information, check out NRP at
www.nrponline.com.