StateWays Nov/Dec 2015

StateWays is the only magazine exclusively covering the control state system within the beverage alcohol industry, with annual updates from liquor control commissions and alcohol control boards and yearly fiscal reporting from control jurisdictions

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Page 13 of 51

StateWays ■ ■ November/December 2015 14 As the Overall Winner of Stateways' fi rst-ever Control State Best Practices Award, Virginia ABC truly shines. From its proactive role in alcohol and drug abuse prevention to its efforts at improving the customer ex- perience, the Virginia ABC has earned accolades aplenty for its work. According to Jeffrey Painter, Virgin- ia ABC chairman, the agency's mission of protecting citizens by ensuring a safe, orderly and regulated system and enforcing responsible consumption of alcohol does not hinder it from provid- ing a pleasant shopping experience for retail and licensee customers. "Virginia ABC is a twenty-fi rst century retailer that has the ability and fl exibility to respond to customer needs and be creative in the way we approach education and marketing initiatives," Painter says. "Our award sub- missions showcase the diverse and all-encompassing aspects of our work—our improved website, our education program geared to high school students, our premier and signature spirits stores and suc- cessful enforcement campaign." As Painter explains, the overarching element of these initiatives is Virginia ABC's empha- sis on customer service. They believe that no matter who the customer is—store pa- trons, restaurant managers, spirits suppli- ers, job seekers, prevention groups or law enforcement organizations—they will provide the same customer ser- vice when fulfi lling requests, fi elding questions and addressing concerns. "Putting service at the core of our mission ensures that our or- ganization provides optimum customer satisfaction," Painter says. For him, winning the Control State Best Prac- tices Overall Award refl ects Virginia ABC's concerted efforts to focus on im- proving customer service through retail and online initiatives. "It also validates our efforts of building robust educational programs to address underage drinking, as well as strength- ening community relationships with our enforcement division," Painter adds. "It further provides inspiration for the many endeavors we currently have in the pipeline. Most importantly, it reminds us that while remaining adapt- able to an ever-changing marketplace requires signifi cant vision, vigilance and commitment; there is great reward in doing so. As I am fond of saying, this is not your grandfather's ABC." EDUCATING YOUNG PEOPLE The agency's Youth Alcohol and Drug Abuse Prevention Project (YADAPP) was one factor in winning this award. est o e Be WINNER CONTROL STATE BEST PRACTICES AWARDS Putting service at the core of our mission ensures that our organization provides optimum customer satisfaction. – Jeffrey Painter OVERALL WINNER AN OVERALL VISION By Maura Keller

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