Empire hires new circulation director

Gilligan aims to improve service for subscribers and upgrade paper racks

Posted: Tuesday, August 14, 2001

Abandoning the sun and warmth of North Carolina wasn't a problem for the Juneau Empire's new circulation director, Tom Gilligan, because he was coming home.

Gilligan, who grew up in Fairbanks, started at the Empire on Aug. 7.

He left the Dunn, N. C., newspaper The Daily Record, which was the subject of a front-page story in Friday's Wall Street Journal for having the highest rate of sales per household of any audited daily paper.

Gilligan said the most important part of his job is to ensure quality delivery and service to stores, outside racks, homes and businesses. His primary goal will be to increase the quality of customer service for subscribers, he said.

"People who have their paper delivered are committed to home delivery and are paying extra for that service," Gilligan said. "We want to give them service beyond what they expect so they continue to do that."

Gilligan said he intends to saturate the market with single-copy sales and hopes to offer a special rate for business owners who also receive newspapers at home. He said he wants to freshen the look of paper racks by cleaning, repairing and replacing them throughout the city.

He also said he wants to provide "over-the-top customer service" beginning with getting district managers out from behind their desks and in the field, as well as using his carriers to increase sales.

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Melanie Plenda can be reached at mplenda@juneauempire.com.



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