A reminder of what is most important came via an email a guest sent to The Franklin Institute Guest Services recently:
From: Maria M
Sent: Thursday, August 30, 2018 3:30 PM
To: guestservices <firstname.lastname@example.org>
Subject: Excellent customer service
Hi my name is Maria, I am a mom to an 11 year old son with high functioning autism. During our time at Franklin Institute we had the pleasure to meet an amazing employee/manager at Franklin Foodworks -Nea. She was amazing! We were sitting as a family eating lunch and my son was upset and crying a little over a medicine he couldn’t swallow. Not only did she offer us support and ensure he was okay, she talked with him and gave him a small treat to help lift his spirits and not be so upset. I want Nea to know what small gesture she made to my son meant to not only him but me as well. Thank you! Franklin Institute is lucky to have you. By the way….my 6 year old neuro-typical son really liked meeting his new “friend” today as well.
We’re very proud to have Nea on our team, and so very appreciative of guests who recognize excellent customer service in our staff and take the time to send such nice words of encouragement. Thank you!