At Big Spirit Inc., every promotional product, marketing project, and custom order is about more than just getting the job done. It’s about creating a positive, meaningful, and memorable experience for each client from start to finish.
For Shanne Soulier, owner and CEO of Big Spirit, customer service isn’t just a business strategy; it’s a core value. It’s a mindset. It’s the belief that loyalty isn’t earned with flashy promises or a one-time perfect project. They know that loyalty is built over time through consistency, communication, follow-through, and showing up for clients—even when things don’t go according to plan.
Shanne didn’t start Big Spirit over 12 years ago to just sell swag and marketing services. The company’s heart is rooted in relationships, and Shanne and his team know that to build lasting client relationships, they must deliver an exceptional customer experience every time.
The Experience Matters More Than the Sale
When you choose Big Spirit, you’re not just placing an order or hoping for a great marketing piece. You’re placing trust, and Shanne and the team have always taken that seriously.
At its core, customer service at Big Spirit is about helping clients feel heard, valued, and supported throughout their entire project. From the first email to the final delivery, the goal is to create a smooth and satisfying journey.
Big Spirit isn’t trying to “win” a client once; they’re trying to earn that client’s partnership for the long haul. That’s why they don’t just fulfill orders or check a project completion off the task list. They follow up, problem-solve, and go the extra mile because they care.
Consistency Over Perfection
Let’s be honest: No project goes perfectly 100% of the time. Even the best-laid plans can run into hiccups. A manufacturing delay, a print issue, or a shipping mix-up can all happen. Shanne knows that perfection isn’t always realistic. But do you know what is?
Consistency, Communication, and Commitment.
Big Spirit doesn’t promise there won’t ever be a problem. What they promise is that they won’t walk away from one. When an issue arises, they lean in, not out. They communicate with transparency and own their role. And they work hard to fix the problem, find a solution, and keep the project moving forward in a way that leaves the client feeling supported and respected.
It’s this approach that separates Big Spirit from companies that focus purely on transactions. When clients know they’ll be treated with care and urgency in both the easy moments and the hard ones, that builds trust and loyalty.
More Than a Touchpoint—A Relationship
With a lot of business being conducted through online orders and digital communication, many companies treat clients like just another number. At Big Spirit, that couldn’t be further from the truth.
Here, communication isn’t just a step in the process; it’s the foundation of everything. Big Spirit keeps communication open. Clients aren’t left wondering what’s going on with their order. They’re informed and engaged through multiple touchpoints throughout a project to ask questions, give feedback, or just stay in the loop. On Big Spirit’s end, the team is always available to answer, support, and offer solutions.
Whether it’s a one-time order for a small event or a year-long marketing plan with dozens of moving pieces, every client gets personalized service, clear updates, and thoughtful attention to detail.
Loyalty Is Earned, Not Bought
Customer retention isn’t something Big Spirit hopes happens. It’s something they work on with every project.
Shanne and his team know that loyalty results from doing right by people. It’s earned when clients feel like they’re in expert hands—when they see that Big Spirit cares not just about this order but about them.
When customers have a fantastic experience, they don’t just come back. They tell their friends and refer colleagues. They become part of the Big Spirit story.
This word-of-mouth momentum is part of what’s helped Big Spirit grow. But more than growth, it’s a point of pride. This company’s foundation is relationships. And those relationships are only as strong as the experience each client has.
Over the years, Shanne has had the privilege of working with clients in higher education institutions, mission-driven organizations, Indigenous communities, government, health care, and larger non-profits. These types of organizations repeatedly return to Big Spirit for their marketing and swag needs because they are treated with respect through clear communication and excellent customer service.
Not Just a Vendor But A Partner
Another thing that sets Big Spirit apart is how they position themselves in their client relationships. They’re not here to just take orders, they’re here to collaborate.
Need help deciding which promotional products fit your audience best? Big Spirit will help you brainstorm ideas.
Not sure what timeline is realistic for your upcoming event? They’ll help you plan and budget wisely.
Want something custom that you haven’t seen done before? Shanne thrives on getting creative with clients to bring unique visions to life.
By taking a partner approach instead of acting like a middleman, Big Spirit becomes an extension of your team or organization, not just a company you work with once and forget.
The Ripple Effect of Great Service
In a competitive industry where speed and price often dominate, companies can easily forget that the experience is what people remember most.
Great service doesn’t just make for a smoother transaction; it creates a ripple effect of positivity. It inspires loyalty and strengthens brand reputations. It encourages collaboration. (Big Spirit highly values collaboration!) And most of all, it makes doing business enjoyable.
Shanne Soulier and his team understand this deeply. That’s why their commitment to client experience runs through every decision, every project, and every touchpoint. They nurture every relationship with care, integrity, and intention.
In It For the Long Haul
When you work with Big Spirit, you’re not working with a company that’s only interested in the end result. You’re working with a team that cares about how you get there—and how you feel along the way.
Customer experience isn’t a checkbox at Big Spirit. It’s a promise. And it’s one of the biggest reasons clients keep coming back.
If you’re looking for a marketing partner who values your time, treats you like a person, shows up when it counts, is available for personal interactions rather than chatbots, and puts your satisfaction first, then you’re in the right place.
Big Spirit isn’t here for quick wins. They’re here to build something lasting. One great experience at a time. If this sounds good to you, please reach out to start your relationship with Big Spirit.
