Customer Follow Up, Inc. was founded by Marc and Tracy Warren in 1997. At that time, their careers in sales and marketing had led them to realize that many companies were almost solely focused on getting new clients and were overlooking the already established source of repeat business, referrals and company growth – their existing clients.
They decided to apply their combined business skills and experiences to help businesses improve and grow by providing them the means to independently and systematically obtain feedback from their customers. Because, who knows better than hard-earned customers about the service experience and ways that it could improve?
Our Promise of Service
At Customer Follow Up, Inc. we promise to:
Bring the same passion we have for serving our clients to your projects and your clients.
Consider our contact with your clients to be a privilege and we take the responsibility that you’ve entrusted us with very seriously.
Guarantee to represent you and your organization in a professional and courteous manner.
Operate under the highest standards of business ethics.
Keep the information obtained on your behalf in the strictest confidence.
President, Director of Sales &
Marc is responsible for securing new business and maintaining positive client relations. He enjoys lecturing to college classes and organizations on the impact that delivering exceptional client service can have on individuals as well as on the firms with which they work, with an emphasis on project management. Marc holds a BA degree from Penn State University in Communication.
Vice President, Director of Operations
Tracy oversees the management of each client project from initiation, through the interview/feedback collection stage, and to the generation of all project reports. Always working from the client’s perspective and with acute attention to the details, she ensures each project runs smoothly and with a high degree of professionalism. Tracy holds a BS degree from Penn State University in Marketing.
Senior Interview Coordinator & Trainer
Angelica acts as lead interviewer, coordinator and trainer of interview staff. She has been with Customer Follow Up, Inc. since 2008. Her extensive experience in municipal government, volunteer work in the community and exceptional communication skills add to her unique ability to engage with interviewees and staff. Angelica holds BS degrees from Penn State University in Agriculture and Secondary Education.
ANN TOMALAVAGE, P.E., PMP,
Ann has more than 40 years of professional experience, and has been a practicing project manager since 1984. She holds B.S. and M.S. degrees in Civil Engineering from the University of Delaware and is a registered professional engineer, and a certified Project Management Professional (PMP). Ann’s specialty is helping engineers, scientists and planners understand, embrace and apply project management principles. In short, she develops world-class project managers.
Mel Lester, aka BizEdge, is a consultant, trainer and contrarian strategist helping engineering, environmental and architectural firms improve business performance and create competitive advantage. He has assisted firms in the areas of leadership development, strategic planning, business development, client service, project delivery, employee engagement and behavior-based safety. Mel has served in our industry for more than 40 years. He is a popular author and speaker on cutting-edge topics of interest to firm leaders and business developers.