AP&R Accounting Story-Web System AP&R Project Story-Gondolas AP&R Success Story-Adaptability AP&R Success Story-Adaptability The Client: Retail chain of alternative styled young men's and women's fashions. The Project: Provide maintenance and repair services to all locations within the chain. The Story: Soon after starting to service the account, both AP&R and the client recognized a mismatch between the client's expectations and the way AP&R was servicing the account. The client thought it might be easiest to part ways, however AP&R's standard operating procedure is to "adapt to meet the client's needs," and that's exactly what they did. AP&R began retooling service, billing and management operations to fit the client's needs. A team of six people was assembled to address client issues and tailor AP&R procedures. Customer Service, Accounting and Management started making immediate changes. A new rep was assigned and a second was trained on procedure as a back up. The hours of service for techs working in stores was outlined to client specifications. More detailed invoicing, individualized work orders and specialized instructions for technicians were implemented. In the months following, feedback from the client served as a task list for the team on how to improve customer service and make it easier for the client to have AP&R as a supplier. The Result: By accepting the challenge to adapt to their client's needs, AP&R has kept their client and built a strong relationship based upon the willingness to do whatever it takes to deliver a complete service package.