Pilot gets a named team with a single point of contact, and the owner of the company on it.
| Role | Who | Title |
|---|---|---|
| Executive Sponsor | Jed Dance | President and Owner |
| Dedicated Account Director — single point of contact | Dorene Lanza | Director of Sales |
| Customer Service Team | Bethany Smith | Account Manager |
| Inventory and Purchasing | Dancia Talbot | Director of Operations |
| Art and Brand Management | John Anderson | Creative Director |
| Technology and Integration Support | Zach Tucker | Director of Systems and Technology |
Our service model runs on dedicated customer service representatives, direct phone and email access, defined escalation procedures, cross-functional support teams and regular business reviews. Customer inquiries are tracked and monitored through to resolution.
Jed Dance, President and Owner, provides executive oversight of the Pilot account and remains actively involved throughout the relationship. With more than 30 years managing complex uniform and branded merchandise programs, he has led numerous large-scale launches, national account transitions and cross-functional program rollouts.
Direct involvement from the owner means faster decisions and a shorter escalation path than a larger organization can offer. As a family-owned business, our leadership stays close to its customers.
Warranty and defect resolution
We stand behind what we produce and provide a 100% warranty on defective items. Defective products are accepted for return within 30 days of receipt, no questions asked.
Our goal is always zero defects. The industry standard generally allows approximately 2% scrap or failure; we run consistently below that, at a custom product failure rate of less than 0.5%.
Return authorization, end to end
- 1
The claim is raised
The employee opens the order in the portal and raises a claim against the line. No phone call, no form to go and find.
- 2
Approved, label sent
Each request is reviewed individually. Approved, a prepaid return label goes to the employee — there is no charge for a return approved this way.
- 3
Exchange processed
The replacement ships if one is needed, and the original order keeps the whole history, so the record is one thread rather than three.