Mar 20, 2008

FOR IMMEDIATE RELEASE                         

March 2008

CONTACTS: Nancy Hamilton, Lee Rose, Katie Meckley (239)338-3500

2008 "E" Awards Program Rewards Exceptional Customer Service
in Lee County

LEE COUNTY, FL – Over sixty entries have been submitted in the first six months of the 2008 "E" Awards hospitality recognition program and nominations are still being accepted.  The Lee County Visitor & Convention Bureau's (VCB) program provides public recognition to those employees and employers that demonstrate "best practices" in customer service, for the benefit of all Lee County consumers, both resident and visitor. 

According to statistics, these customer service efforts contribute to increased consumer loyalty and satisfaction for local businesses and may influence repeat visitation  to Lee County.  For example, in January 2008, the research firm Davidson-Peterson & Associates (DPA) reported 3.6 total visits for those that chose to return to Lee County.  DPA also reported that 94 percent of respondents indicated that they were satisfied or very satisfied, with 90 percent of respondents planning to return.              

While the "E" Awards program has traditionally been applied within the business community, the program includes opportunities for citizen and employee recognition within Lee County for demonstrated selfless acts of customer service.  Individuals can be nominated for one of seven distinctive categories: Attractions, Accommodations, Restaurants, Retail, Transportation, Other Services/Businesses, and Good Samaritan.  Each year, a panel of community and industry leaders evaluates the individual nominations and names a category winner for each of the seven areas.  The panel also names one outstanding individual from all submissions to receive the Honor of
Distinction.  This award is presented to the individual whose efforts best represent the ideal performance in customer service.  In addition, up to five nominees under each category receive honorable mentions. 

Each September, the VCB and Tourist Development Council host an awards celebration.  Every nominee is called to receive their certificate of appreciation from representatives of Lee County government and the tourism industry.  Additional accolades and awards are presented to those receiving honorable mention.  Trophies and prizes donated by local businesses are given to each of the category winners and the recipient of the Honor of Distinction.  Event sponsors include  The News-Press, Geraci Travel–Ports of Call Travel & Tours, SunStream Hotels and Resorts, Getaway Marina, Key West Express and the Veranda Restaurant.     

2008 "E" Award shining stars nominations

Shelter from the storm (Accommodations category) 
After a tornado damages several homes in Southwest Cape Coral, hotelier Elmer Tabor and the staff of the Cape Coral Hampton Inn and Suites offer free accommodations to anyone displaced by the storm.  Fourteen families are provided with shelter. 

Special care for a special child (Transportation category)
Carol Marshall of Pine Island Taxi provides personal care to the family of a two year old child with a severe neurological disease.  In addition to helping the parents locate special medical supplies, Carol places herself at the disposal of the family to enable them to experience some quality time on North Captiva after the child becomes severely ill and requires hospital care. 

Serving one who serves us all (Good Samaritan category)
Captain Joe Verdino of Play'n Hooky Charters, a.k.a. "unselfish, kind", and "wonderful" by the family of a joyous soldier home on leave from military duty in Afghanistan, is recognized for donating a deep sea fishing charter on a holiday weekend to provide the serviceman and his family with a brief return to normalcy.
Providing personalized shopping experiences (Retail category)
Jessie Brahm and the staff of Fabulous Furniture receive glowing accolades for providing special hours, a special product exchange and special sales incentives to make an ordinary customer feel very special.   

Never steers the customer wrong (Transportation category)
Tom Mast of Alpha Courier is recognized for his exceptional courtesy, broad community knowledge and positive representation of the Lee County community.      

Customer service becomes emergency care (Accommodations category)
When a guest experiences severe medical distress in the hotel pool, bartender Stacie Hunt of the Sundial Golf and Tennis Resort provides assistance to remove the guest from the water.  When the guest's condition deteriorates further, Staci activates an emergency plan and provides CPR until fire/rescue and emergency medical services arrive. 

Really plays the part (Restaurant category)
Samantha Ratella, a server at the Jacaranda Restaurant and an actress at the Schoolhouse Theatre, is recognized by a group of co-workers for her consistently upbeat and positive attitude, her superior customer service, and exceptional showmanship for both the patrons of the restaurant and the arts. 

Customer service house call (Good Samaritan category)
Todd Smith of Colonial Bank became concerned when an elderly customer missed a very important meeting.  Unable to make contact by phone, Todd later followed up with a house call.  Upon arrival and hearing the woman's cries for assistance, Todd finds a neighbor, gains entry, and summons help to care for the woman who spent three days trapped in a tub.    

Being there (Other Services/Businesses category)
Robert Gonnelli of Lexus of Fort Myers is recognized for consistently providing the highest degree of customer service and reliability, especially during a customer's extremely difficult time of personal loss.  
   
 The "E" Awards are named after Elaine McLaughlin, the VCB's former executive director, and exemplifies her core belief that providing exceptional customer service is one of the major cornerstones of success for all businesses.
 For a complimentary implementation packet or for more information on the "E" Awards hospitality recognition program, contact Mike Fischer at the VCB, mfischer@leegov.com or (239)338-3500, or visit www.EAwards.org .
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