Back in 1987 I was working as a sales representative in our Business Services department. I don’t recall all the details, but I do recall having received an urgent call from Wayne Patrick, who was the publisher of The Herald, stating they were having issues with a circuit and desperately needing our assistance in restoring service. Several employees had worked on the issue the prior evening and more were involved that morning, ultimately restoring service, and allowing the paper to be published on schedule.
Seeking an opportunity to thank everyone directly involved, Wayne subsequently engaged Bill Gaillard (VP Operations-RHTC) about “rewarding” individuals who were instrumental in getting his service restored. Bill informed Wayne we worked as a team and individual recognition, while appreciated, was unnecessary. Not to be deterred, Wayne inquired about how many employees we had, and per the attached letter there were apparently 270+ at the time. The following week, Wayne arranged to provide enough cake (13 cakes to be exact) so that every employee could have a slice.
Great customer service and great customers make an unbeatable recipe!