This year, Doug Overby is celebrating his 25th anniversary as a sales partner for industrial packaging in the USA - his silver wedding anniversary with Bischof+Klein. In an interview with Doug and his colleagues Zac Odom and Tim Carter, he looks back on his highlights, talks about what he particularly appreciates about the partnership and gives an insight into the American market.

If you look back on the last 25 years with Bischof+Klein, do you have any specific moment in mind that is your personal highlight?

Doug Overby: There's lots of highlights. And I guess the prevailing sort of consistent over the years highlight has been the people that we've dealt with inside the walls here in Lengerich. There's really a nice group of people that we've always worked with and we cherish that. It's very important to us.

What do you value most about working together with colleagues from Germany?

Doug Overby: I think it's the openness. We're all pretty frank with each other there's not a lot of secrets or feelings bottled up. We all pretty much say what's on our mind and we expect our counterparts to do. It´s sort of always knowing where you stand and always knowing how other people feel about things. That´s a nice feeling of security.

How have the customers' needs and expectations changed over the years?

Zac Odom: Covid changed a lot. We were used to spend half the year on the road, that changed. The way we keep in touch is different now. We try new ways to stay in contact with existing customers but also when it comes to new customers. In general, we see up and downs in markets and politics. 
Tim Carter: Technology has also changed a lot. The way we communicate with people and the speed of it is completely different. Within the last five years especially it changed how we do business. So much information is available online, we talk via Zoom or Teams with our customers.
Doug Overby: The market overall has gotten smaller. They say we have to rethink single sourcing from overseas. That is challenging. But we have a nice and loyal customer base. That makes it even more important to deliver top quality and give the security. There have also been some regulatory changes we have to react to. It creates more costs to operate. The latest one is the financial crimes enforcement network policy. You have to register with the government and also need a lawyer on that, costs lots of time and money.

Is domestic production specifically promoted in the USA?

Doug Overby: There are a number of new laws and rules in the USA. Most recently, a law against financial crime was introduced. You have to register with the government and observe many things. It's difficult to understand without a lawyer. It also costs a lot of time and money.

Can you share some examples of customer feedback you've received over the years?

Doug Overby: Doug Overby: The most profound feedback I ever received was from a guy from Exxon. He said: “Doug, your product is one of the few things that always comes on time and I never have to worry about.” But sadly, most customers only give feedback when there is a problem.

How do you balance the demands of your job with your personal life?

Doug Overby: It really takes a special person on the other side with all the travelling and working. My wife is amazing. I enjoy down time with my bike and my family. I also love spending time on the water and go fishing.
Tim Carter: I love to play golf and spending time with my family. My wife has always been my biggest supporter as I was travelling on the road.
Zac Odom: I love what I do, work is a big part. So I am happy to go on the road, see new places and meet new people.

What advice would you give to younger sales professionals just starting out in the industry?

Doug Overby: My daughter’s boyfriend asked me that several years ago. I told him to become a promise keeper, stick to your words and also become a sponge and soak up everything you can possibly learn.
Zad Odom: I would add, learn to deal with rejection. You have to be able to deal with people saying “No”.
Tim Carter: In our job, “No” doesn´t mean “No”. It means “Call back later”.

Thank you very much for the interview!