Other great examples:
Lee Coe & Lee Cooper, FCN Technicians
Lee Coe agreed at short notice (3 days) to travel to Cornwall on Sunday and work for 2 weeks in the Devon & Cornwall areas to prevent cancellations and keep the lead times in. In addition to this he also trained the new starter at the same time as completing the jobs.
Lee Cooper drove to a warranty customer 45 minutes away that was stuck in their mobility chair, arriving at 7pm after emergency services had failed to act. Lee stayed for over 90 minutes to resolve the issue for the customer.
Zoe, Team Manager in Furniture Care Network Claims
Since I have started, she has been an excellent role model and a real anchor for the team. She is always the first to arrive and the last to go home and is always striving to push us to greater heights.
She is a Well of knowledge and has the ability and drive to face every issue head on. She never shies away from a challenge and does it all with a smile on her face.
I can't thank her enough for how patient and welcoming she has been with me.
Kyri, FCN Technician
He visits complaints customers for me and there is always a great outcome. He works in a very difficult area of London. Does all demos and also helps out late calls and goes well beyond his job role. He is the most improved technician in my team performance wise.
Recently completed a photo shoot for Furniture Village and completed all the Home Fresh jobs which no one else was willing to complete as it was the removal of mould.
Craig, Mailroom Supervisor in Logistics
• He Generates enthusiasm and energy
• He Seeks to add greater value
• He Strengthens relationships
He has already stated that he is willing to volunteer his free time to help with taking photos for the company but most importantly over the last month or so he has stepped in to help with the mailroom when needed -- which has often been all day long. He is always willing to help others when asked -- and his excellent work in the Mail Room has demonstrated what a team player he is.
Ryan, Commercial Operations & Administration Manager
This person has gone above and beyond many times over the recent month.
Whilst Paul Heathcote was of work with Illness, this person stepped into Pauls shoes and covered Pauls region as well as his own region, whilst also covering for Rob Bailey after Mr Bailey fell and broke his leg, he did all Robs site surveys. He also drove to Newcastle from Weston Super Mare to Video some CCS work that will appear in the advertising at the upcoming exhibition.
Sammie, Team Supervisor in Furniture Care Network Claims
Sammie, remained calm and professional throughout the whole day, having to deal with a colleague's absence and lots of other events happening around her. She was able to act professionally & stood up to manage the team in colleague's absence. She also had member of staff in who's on maternity leave completing a KIT Day, where she was still able to help support them during their morning here. She also made sure that no detriment was caused to any Clients or Customers throughout the day.
Josh Bell, Commercial Technician Supervisor
The management at Centre Parks said Josh was a credit to Castelan due to his communication skills at site & has acted as go between when Paul or I cannot be onsite.
In addition Josh worked overtime on a Saturday to do a trial for Castelan within a Village Hotel as requested by the Head of Maintenance and Josh did such a good job the trial was a success & they have requested a quote for 220 too, so he has helped to win over an account we have been chasing for 5 years.
Lee Coe, FCN Technician
After he completed the Brighton Travelodge and also helped out on the Waterloo Travelodge on Sunday, he also did something really exceptional.
We were asked by Wincanton at 11am Wednesday 20th March if we could provide a technician to work in the RH Homes Brussels Showroom. Lee kindly offered to cover this 3-day project and cover all but 1 of the calls that day. Lee boarded the ferry at approx. 8.30pm that evening to start the 3-day project Thu-Sat and travel home Saturday night.
Shaun Lang, FCN Technician
Hello just for feedback only - very positive - the last technician who visited this customer and repaired the bed, was amazing, he was friendly, respectful and very competent. In the customer's words, he was a star, and made her feel at ease and interacted with her disabled son, (who is 5 years, has only spoke to family) but this tech left a positive impression on the customer son, and the customer was so grateful. Please pass on her thanks to the technician in question. many thanks
Stacey, Customer Service Administrator
Stacey was awarded the Behaviour Champion for Leading by Example and Taking the Initiative. She willingly stepped in to assist colleagues in an area of the business not familiar to her. This enabled them to complete some time-critical work and therefore delivering great customer service.
Tracey, Customer Service Administrator
Tracey demonstrated that she is a trusted and valued employee following feedback from a client during a visit. They said how impressed they were with her performance and professionalism as a Customer Service Administrator.
Anwar, Senior Furniture Care Technician
Anwar was asked to visit Harrods in Central London at 9pm to carry out 3 repairs on head boards. On arrival, Harrods was closing leaving only security staff who nothing about the repairs. Anwar’s persistence to find the products in this massive store meant that the client was not let down. He found the correct department using store maps, completed the job and didn’t leave the store till 3am.
Denise, Team Supervisor - Internal Logistics
Denise offered invaluable contributions to the transition of one of our client's work transfer to our Network Team. Her actions were over and above what is expected of her to ensure all agents had the correct and relevant information regarding the parts processes.
David, Customer Services Administrator
David has been commended for his level of work throughout the month especially during busy peak times. He remains professional and proves that he always displays the best behaviours.
Zoe, Customer Services Administrator
Zoe always shows a great work ethic, is supportive and goes the extra mile to help the customers or employees. She recently spoke with a customer who advised her that they were in great personal distress, Zoe calmly dealt with the situation, called their local emergency services and the customer was ok.
Kirsty, Customer Service Administrator
Kirsty was nominated because she took full responsibility to resolve an issue for a customer where a claim had not quite gone as smoothly as we would normally expect. Kirsty liaised with all departments to ensure that the situation was rectified and kept the customer informed throughout. The customer was so impressed that they called the office to praise Kirsty for her great work.
Tracy, Sewing Machinist
Tracy always goes above and beyond to make sure jobs are done, she always offers help to others whilst doing her own work and general housekeeping within the unit. She will always stay behind and put in extra time to ensure jobs are completed and out on time.
Rob, Network Deployment Team
During the snow fall, Rob managed to get into work travelling from Highbridge to ensure that he routed and deployed work for Saturday and Monday meaning we didn’t lose any revenue due to the weather. Proving that he takes personal responsibility for his work!
Liam, Furniture Care Technician, Ireland
Liam was on annual leave and had been issued a job in Donegal by accident. With no quibble or complaining he just did the job.
Due to another technician on long term sick, Liam has mostly been on his own covering Northern Ireland with some consistently long days. Liam won this for achieving all 7 behaviours.
Dave, I.T. Department
Very passionately talked about the Claims Centre Review Project – focusing on IT projects and system improvements – the potential and improved impact in technology, our customer journey and experience, making easier our Customer Service Administrator experience working with systems and processes – got the HR team very excited about what will be delivered – and amazing that we have that capability internally – a great Claims Review Champion! Behaviour was Generating Energy and Enthusiasm.
