Monthly Winner - Kathy Sullivan
Not just pro action and engagement, but compassion mark Kathy Sullivan's prize winning story this month. Scroll down to Story Number 9 to see how Kathy responded when she came upon a traveler in tears.
Great story, Kathy - congratulations for being our first Manchester-Boston Regional Airport Monthly Winner!
Thank you to our Voters!
Kim, Marc and Diane - thank you for taking the time to acknowledge the great service offered by your colleagues. Thank you for taking time to vote!
Manchester Boston Regional Airport Administration Office
story airport: MHT
story number: 9
comments: The woman airport employee who stepped in and helped the elderly woman went above and beyond the call of her job to assist.
The situation was such that most of us might not have gotten involved to the extent that she did to help. The time she took to assist this passenger and keep her family informed was outstanding. She indeed showed A+ customer service and deserves to be recognized for thinking outside the box!
A Job Well Done by this Airport Employee!
Manchester Boston Regional Airport
story number: 7
comments: I can appreciate the help that this person provided because the cancellation certainly disrupted this person’s day/night and not having an avenue to contact the hotel and rental car, the actions from this person must have made this customer’s day.
Manchester-Boston Regional Airport
story number: 7
comments: The employee made the passenger\'s day a lot better. The passenger probably would not have been able to get where she was going without a lot of trouble and stress. The employee assisted her beyond her regular duties.
How the incentive works
RESILIENCY EDGE N.I.C.E. STORIES
HOW INCENTIVE WINNERS WILL BE CHOSEN
1. Each month during the pilot one problem solver’s story will be chosen at random from among the N.I.C.E. stories posted on the web.
•This will apply for stories posted by front line staff and supervisors. So post a story - and you'll be eligible!
2. At the end of the pilot – three months after the training begins – another random drawing will be held at the PILOT AWARD EVENT. A front line staff and supervisor will be chosen from among ALL the stories submitted during the pilot.
3. At the AWARD EVENT, additional winners in the front line and supervisor category will also be chosen as follows:
• There will be awards for the best examples of problem solving – using the program’s four resiliency traits, adaptability, engagement, optimism and pro action – as determined by a panel of airport judges.
•Winners will be selected in the Front Line and Supervisor categories. (The number of Front Line and Supervisor winners chosen will be announced in advance of the award event.)
• There will also be an award for the MOST stories posted during the pilot by a Front Line employee and a Supervisor, as follows:
•A Front line winner will be selected based on the number of N.I.C.E. stories posted during the pilot.
•Supervisor winner will be selected by the number of stories (Yellow Forms) the Supervisor submitted for workers.
GOOD LUCK! And thank you for using your resiliency strengths to polish the airport’s service image for INTERNAL and EXTERNAL customers!
Program training and evaluation team
Human Resiliency Institute at Fordham