Page 81 - Binder

Nomination Recognition 2017

Report by Individual Nominee

CATEGORY: CUSTOMER FOCUS

NOMINEE NOMINATOR DEPARTMENT
Gregory Burchard Lenny Cumberledg Dispenser Services 100930

Describe the situation or event related to the individual's or team's performance.

Below are a few of the many Customer and stakeholder feedback received throughout 2017 which highlight
Greg?s focus on customer service.
??He is a good guy and super easy to work with. And, super thorough!?
??Greg promptly engaged the customer, set them at ease?
??Thank you for being flexible, interested, and engaging as we learn about the best ways to drive increased
retention and penetration at our most important accounts! ?
??He went way above and beyond to help us as secure the University of Texas business. Their hang up was
installation (they had been burned by GP years ago) and Greg came down 3x to help walk them through their
concerns. He made them confident GOJO would take care of any issues.?
??University of Central Arkansas appreciated the service quality [From Greg] so much that we are picking up
the sanitizer business. ?
??Many of the key contacts [At Baylor Medical Center, JPS, and Parkland? know Greg and won?t hesitate to
reach out with issues. ?

Describe in detail the individual's or team's notable behaviors.
Greg is always looking for ways to improve the customer?s experience with Installation and Quality projects.
He has developed communication templates, brochures, and processes that help him and the rest of team
consistently meet the customers expectations.

What were the results of the individual’s or team’s behaviors?
Greg has continued to grow in his current role of Project Manager 1. During 2017, he not only increased span
of control from 0 direct reports to 3 within the same role, but he provided great customer service with 181 on-
site customer visits while maintaining a 97% accuracy rate. He consistently received positive feedback from
End Users, Sellers, and his peers. Greg has the ability to make even the most difficult situation into a Win-
Win for all parties.

Beyond customer visits, he has helped train new member of the team on how to offer the same high level of
customer service.

Greg has taken an active role in developing and piloting the Field Service Key Account Visit (New DAE)
process. Customers and sellers continue to find value from his efforts. He readily volunteers for additional
tasks and responsibility to help improve the service field operations delivers.

CONTRIBUTORS:
?Courtney Cooper
?David Canfield

rptIndividualNomination Tuesday, February 13, 2018 81