Rich Newell, Construction Specialist V, was recognized as the 2020 annual Customer Champion Award winner at the January Leadership Forum. He was chosen from among all the other 2020 quarterly winners because of his efforts to go above and beyond and to demonstrate best practices of owning the customer experience.
Rich supported a customer through a multi-year dilemma of getting her private sewer on a newly built home connected to the public sewer system. The project was contentious due to the city’s rule that neighbors also would be required to connect to the sewer line.
Newell challenged the process by looking for options that would not affect the neighbors and made it personal by exchanging numerous emails, phone calls, and text messages with the customer. He demonstrated that he knew the business by explaining the process to the customer and closed the loop by ensuring she accurately completed necessary paperwork.
In a letter of recognition, the customer called Rich “one bright star in our long saga.” She wrote, “Despite numerous setbacks and obstacles, Rich was a calm and reassuring voice. You’ve got a gem in Rich.”
NOMINATE COWORKERS
The 2021 deadlines to nominate coworkers for Customer Champion Awards are March 31, June 30, September 30, and December 31. Employees are encouraged to share “wow” stories about coworkers that demonstrate the best practices of closing the loop, making it personal, challenging the process, acting with urgency, identifying unvoiced needs, collaborating, knowing the business, and continuously improving. Just click on the Customer Champion logo from the iTrust home page.
