Kimberly “Kim” Wolfson knows what it’s like to be a JULABO customer. Before she joined JULABO USA as a territory account manager, she helped chemical laboratories select processing equipment and set up their labs. She quickly came to rely on JULABO’s temperature control equipment as the best option for heating and cooling internal and external applications. While she customized her recommendations based on the lab’s specific needs and applications, she found herself recommending JULABO products for most temperature control applications and simulations. For Wolfson, there was not only a difference in the quality of the JULABO unit compared to competitors, but there was also a noticeable difference in how the company serviced its customers.
“We shared a similar work ethic and commitment to customer satisfaction. If anyone in the lab had an issue or needed assistance, JULABO would put someone on a plane and get it resolved quickly. JULABO was always customer-centric and highly responsive, and that made an impression on me.” – Kim Wolfson on why she recommended JULABO equipment before working for the company.
Putting a Solid Scientific Background to Work for JULABO USA
When Wolfson heard about an opportunity to work directly for JULABO seven years ago, she jumped at the chance. She says there are many reasons why she wanted to represent JULABO, including its reputation for quality, reliability, precision, customer service, functionality, and return on investment. She liked the culture of the company, but she really noticed the difference JULABO made in the lab.
“With JULABO products and service, there’s less interruption, less downtown, and increased ROI. The products make it easy to log data, communicate remotely, keep an eye on safety, and save space in the lab.” – Kim Wolfson
Wolfson brings nearly two decades of experience in scientific equipment to JULABO USA. Her experience working with laboratories to source solutions for chromatography, DNA sequencing, solid-phase extractions, chemical processing set-ups, microwave synthesis, and more make her a trusted ally and partner for JULABO customers. Wolfson understands chemical processes, operations, and what makes a difference when it comes to equipment. As the account manager for the Western region, she works directly with customers in California, Arizona, Nevada, Utah, Idaho, Oregon, Washington, Hawaii, and Alaska on their liquid temperature control needs.
While her focus is now exclusively on temperature control applications, her approach to helping customers hasn’t changed much. She’s still looking to be the best consultant and partner possible, giving every customer the options and information they need to make smart equipment decisions.
“I see my job as a conduit for the right solution. I’m more a facilitator or partner, someone who will advise them and help them make an informed decision. If I don’t have the solution or can’t help them, I’ll point them to someone who can. My hope is to be the first person they call when they have another need. That’s the kind of relationship I want.” – Kim Wolfson
Making it Look Easy
Making the right temperature control recommendations requires skill and knowledge, but Wolfson makes it look easy. She’s been able to distill her knowledge into bits of useful advice and information to help both customers and colleagues. These “Kim-isms” have helped both customers and colleagues alike.
Wolfson has been able to make science less intimidating for specific industries such as cannabis, which often has less experience with extraction, distillation, and evaporation processes. She’s also made it easy to engage with people at trade shows who have limited time and need a quick temperature control overview or something they can remember.
Here are a few of the classic Kim-isms:
“Heating is easy; cooling is hard.”
“The lower you go, the more expensive it gets.”
“The faster you go, the more expensive it gets.”
– Kim Wolfson on explaining liquid temperature control equipment
Keeping a Positive Perspective
Every May for the past few years, Wolfson has spent her birthday at a cafe in Paris, France. This year, her trip has been canceled, but she’s not complaining. Wolfson says she’s happy to comply with travel bans, social distancing, and stay-at-home recommendations to keep people safe. As she puts it, she likes things done right the first time, and if that means she misses her annual vacation or can’t celebrate as planned, she’s okay with it. According to Wolfson, It’s about perspective and making small sacrifices now for a better future.
Wolfson, like all JULABO’s account managers, works from home but is frequently on the road making personal visits to customers. To make things more personal during quarantine, she’s been doing a lot more video calls, even helping customers with quick set-ups via Apple Facetime. It gives her an excuse to dress up, which is something she loves to do and does well. Those who know Wolfson know that her classy outfits and fun hair can be enough to brighten any day.
Helping Others As the Key to Success
Success for Wolfson is about helping others; it’s about cooperation and partnership in a way that moves a business forward. Her reward is knowing that, at the end of the day, she’s helped someone overcome a challenge. She remains focused on the big picture and how her experience and advice can be applied to help laboratories and industries thrive in the current climate. She’s never been one to pigeonhole a customer into a solution. Instead, she looks for ways she can help someone right now by providing the data, information, and options they need to make a qualified decision. If she can’t help directly, she will recommend someone who can.
“Each interaction is an opportunity to help someone succeed in their current environment. Not everyone needs a friend. Sometimes they need a partner or a resource who will do what they can and get them on the right path. Every customer wants someone who will be honest and help their business. I’m not here to get you what I want you to have but to get you what you need.” – Kim Wolfson
Final Thoughts on Work and What’s Next
When the travel bans are lifted, and things begin to move forward, Wolfson hopes to visit her sister, who recently had surgery, and her grandmother who is turning 90. Like many of us, she wants to hug her family and friends and enjoy special occasions like her cousin’s upcoming wedding. She also longs to connect face-to-face with customers and her JULABO family.
“Working at JULABO is like working with a family. Everything you do impacts the team as a whole. What you do matters.” – Kim Wolfson
She’s encouraged by all the ways people are working together to help each other. She sees people as resilient entities with a generous nature who will not only survive but thrive.
“It’s been fantastic to see how resilient we all are. I see people with businesses on the line working smarter, safer, and collaborating. I’m impressed with how customers are working to protect their employees and admire the business owners who are willing to put themselves out there to help others.” – Kim Wolfson
When it comes to finding the right liquid temperature control equipment, people like Kim Wolfson make all the difference. We call this personal approach to temperature control —The Human Element, and its the most important feature and benefit we can offer. For more stories like this, and to see how the people of JULABO can help you, visit our Human Element page.