The ACR Industry needs a 'Fred' Award

ACR-News

Add my company

Know what you want? Try our 'Supplier Directory'

All

Blogs

Previous Post << >> Next Post

The ACR Industry needs a 'Fred' Award

It is around twenty years ago that Mark Sanborn, a professional speaker, trainer and author on leadership and customer services met Fred his postman. Mark had just moved into his new home in Denver when Fred knocked on his door, introduced himself and welcomed him to the neighbourhood. He also asked Mark about himself and how he wanted his mail handled while he was away.

Mark was astonished. This was not the service he had come to expect from a postman. He was truly pleasantly surprised and delighted by Fred's approach and manner.

Mark became interested and asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars and a bestselling book (The Fred Factor) promoting Fred's attitude and approach to life.
In a nutshell, the Fred philosophy is to realise and practise that everyone can make a difference; success is built on good relationships; you must continually create value for others and it doesn't have to cost anything; you can reinvent yourself whenever you want.

In the past few months I have had the pleasure to meet two 'Fred's from the ACR industry. The first was a service engineer who I bumped into by chance when I walked into a client's refrigeration plant room on a site in Birmingham. The young engineer was knowledgeable, enthusiastic, helpful and a pleasure to speak to. The second was a food factory engineer who managed the refrigeration plant along with all the other services required in a modern food production environment. Although not a specialist refrigeration engineer, he went out of his way to provide the information I required and to answer all my questions and more.

Both of these engineers embodied excellent customer service qualities described in the 'Fred Factor'.

We should never forget that although highly technical by nature, the ACR industry is a still a service industry with customer service excellence being a key to business success. If you think that is a cliché, imagine how long a company can survive that ignores this in the competitive market place we find ourselves in today. Customers do have a choice and they will go to where they perceive they most consistently get what pleases and impresses them.

The 'Fred' philosophy is built on timeless values like personal responsibility, authentic relationships, and respect for others. It is in essence, a mind-set that looks for and seizes opportunities to turn the ordinary into the extraordinary.
The ACR industry has individuals who go beyond the ordinary and create extraordinary experiences for their clients. These are not only service engineers; they are from all business fields, from sales through to administrators. Their attitude to customer service should be recognised by this industry in the same way as technical excellence is. Normal is overrated and has never been a term that should be applied to our industry. We should have a 'Fred' Award, although I am sure that we can give it a more appropriate name from one of the many fine examples from our own industry.

Posted by Steve Gill 15 April 2013 23:21:00 Categories: Fresh Talk

Previous Post << >> Next Post

Comments

John Taylor

27 October 2015 08:47:47

Is customer service so important to this industry? I would guess that very few, if any, frontline staff have little or no training at all on how to improve customer service. Some, may have received some guidance, or on-the-job coaching from other members of staff.

Now compare that with the training that goes on in other areas of related industry business. See what I mean?

Providing excellent customer service is down to the individual. Does that sound like a service industry that places value on providing the best customer service? I think not

A good blog, very thought provoking as the numerous comments show. But this industry is kidding itself. There are some good examples as the fine winners of the ACR News Customer Service Award prove. But they are individual efforts. The ACR industry as a whole doesn't warrant a pat-on-the-back for the quality of its customer service, no, it deserves a slap-in-the-face, because by and large it is poor.

Simon

26 October 2015 17:28:50

The ACR industry like any in an engineering field is full of engineers that are in it to 'do the doing'. Engineers like being engineers. They usually feel that having customers is a necessary evil. Something to tolerate while they engineer away to their hearts content.

The Fred story adapted to the this industry by Steve reminds us of something that we instinctively already know, but that is so often over looked and largely under appreciated. The customer service provided by customer facing staff in whatever position really does make a difference. We are a service industry when all is said and done.

The corporate wheels will always grind out the importance of the technical awards but for me, the customer service award stands out. It is for an individual who would in all possibility never get noticed in this industry. Even though they are the back bone of it.

A powerful message that has rightly stood out, and stands the test of time.

Iconic? you bet. I don't suppose there will ever be another like this one

T C

26 October 2015 16:38:31

Well deserved applause for this blog. A hugely enjoyable read.

I would never have thought of writing something like this blog. It is all too easy to follow the set pattern of works and what doesn't work. I think it is far to say that this breaks the mould and that is why it stands out

Thank you Lynn for reminding us that it is still here. I did read it some time ago but the reminder prompted me to read it again. It was worth it. It reminded me just how great this industry really is.

Marie

26 October 2015 16:27:08

Wonderful! This has grown to be much more than just the words of the actual blog. I feel inspired.

I found some of the comments left by people that have been overlooked in their careers very moving.

And as for the winners of the Award, what can I say that hasn't already been said; you are truly inspirational and deserving. The industry needs some shining examples and it has found them in the two winners so far of this Award.

Richard

26 October 2015 16:18:28

Yes Lynn, I would say that this iconic too. It stands out in this industry as something remarkable. We can debate the merits of it, as well as some of the comments, but it has stood the test of time.

I used to enjoy reading Steve's quirky posts. Hope the tweet from you will prompt him to post some more

Can't really put my finger on why this has been so successful but perhaps like the Fred Story itself, it touches something deeper than we really can even understand.

Congratulations to all involved in making the Awards such a success

Simon Mason

26 October 2015 14:54:10

Very true. The bosses don't really know what the people at the sharp end of this industry actually do. They only hear if something goes wrong. Then they are quick to react. Well written

Julie

26 October 2015 14:20:37

First class read. What an excellent result too. A positive suggestion that has been met with a positive response from Lynn at ACR News with the launch of the Customer Service Award. A force for positive change and recognition of the unnoticed people that actually work in this industry is like a breath of fresh air.

Can't say I have read all the comments as there are simply too many. But I have been impressed by the positive ones.

Sue Caine

26 October 2015 13:35:26

Iconic indeed. Just followed a tweet link to here. Like Shaun, I don't know how I have missed this previously but I am happy to join the party now.

As an end-user of refrigeration I can tell all those doubters here that customer service does make a huge difference. It is not all about price as most of you seem to think. Sure, we negotiate you down but that is business. It is value for money that wins the day every time. As as someone else commented, providing good customer service really does win the unseen everyday good will on the sites.

Really good blog. I think I was expecting another read about how a certain widget is better than another, but this really cuts to the personal element of this industry. It is about the people. They do make every difference.

Congratulations on still being popular two and a half years later. This is timeless, so here's to the next two and a half years.

Sue

Shaun

26 October 2015 12:25:32

Bravo! I don't know where I have been for the past two years but this is the first time I have read this blog and the amazing array of comments. Not sure what impresses me most; the blog, the response, the award, the comments, the winners, or the fact that it is still read by Lynn. All make this remarkable.

Steve is right, normal is overrated and is not a term that should ever be applied to this extraordinary industry.

And well done Lynn. It is amazing as Maureen said that you are still reading these comments.

I may be 2 years late, but I am glad that I have caught up at last.

Maureen

19 October 2015 16:35:10

I can hardly believe that Lynn left a comment in response to mine. It never occurred to me that she might still read this.

In this modern age, an Internet posting is usually out of date and forgotten in time the following day as it is replaced by new content. I really never expected that someone as busy and important as Lynn would bother to read my comment, let alone, comment herself. I feel so special and honoured.

Lynn, a big thank you. With your reply I do feel feel recognised and appreciated. You have made my day! :-) I have now had my 'Award'.

I can only imagine how wonderful the winners of the actual award must have felt. Well done to them. They deserved it.

I feel over the moon. Lynn, thank you , thank you, you have truly made my day

Aaron Smith

16 October 2015 18:20:27

Its Friday evening a little after 6 and I'm just knocking off for the weekend. Why am I still in the office? Because I have been finishing something for a customer. Like many in this industry, our work hours often expand when needs must, and that usually means when a customer requires it.

Some play down the importance of good customer service but there are so many great examples of it that that I agree with the blogger that it is ingrained in the fabric of this industry. It is just that we don't notice it.

Lynn is right, this industry is full of people that are passionate about it, and about what they do. I think the Award is a great idea and was so pleased when Lynn launched it.

And yes Maureen, respect for great customer service is here. It is very much alive and well.

Right, I'm off home.

Lynn

16 October 2015 16:01:34

This thread has been going for two and a half years, and the continued depth of feeling on this subject never ceases to amaze me. Opinions and points of view vary, as they should, but what carries through almost all of the 700 comments so far is the care and passion for this industry.

It's incredible, and I wish we could recognise and honour each and every one of you for the work that you do.

Maureen

16 October 2015 15:39:50

In reply to Stewart's comments i would simple say 'isn't this the point of the blog at the ACR Customer Service Award'?' Many aspects of our lives and our careers are overlooked and unappreciated until they are pointed out. Then there is the Aha moment when we all realise that it actual is important, even though it has been sitting under our noses the whole time.

As a woman now approaching retirement having worked in the air conditioning industry for many years, I can relate very easily the core sentiment of this blog. Having read though some of the many comments, I think it is far to say that many others at all stages of their working lives do too.

I think it was very imaginative of ACR News to launch this award and I congratulate all the winners and finalists. Respect for great customer service here.

Stewart

15 October 2015 10:02:18

Customer Service is a greatly under rated personal attribute in this industry. It is so under appreciated that while I can understand the outpouring of enthusiasm in the comments here, it practise, most company bosses don't give too hoots about it. This industry is all about technical skills, and bottom-line. If anything, the goal is to de-skill the industry so that lower wages can be paid.

Is great customer service important? Yes, if you are an individual on the receiving end of it, but for the industry it is unimportant. The postman Fred didn't receive a pay rise, or promotion, or any recognistion until some guy wrote a book about him. I can't honestly see anyone writing a book about a fridge engineer.

Richard

06 October 2015 10:31:52

It is a shame that those on the front line of customer service are considered as 'under dogs' as it is their work that is most visible. No matter how great or poor an organisations product or service, it is the manner of the customer service, be it face to face, or by email, or by telephone, that often leaves the lasting impression.

I do realise that this is now an old blog and that the award proposed has long been initiated but I still enjoyed reading it. A great piece of story telling to get a message across. Simple but effective.

Steve Shaw

05 August 2015 13:44:28

Dear Mr Joyner, firstly, please feel free to call me Steve, there is no need to be so formal here.

All I can say in reply to you is that I disagree with your view of this. I suggest you read Lynn Sencicle's new blog which has just gone up to day. It is very good and worth a read. If I follow her logic, which is the same as mine, and apply it to our exchange of comments, Sales gets the orders and the hands on engineers keep them. Both need each other to get and retain customers.

I think that is fair. I hope you agree. We both need each other, like it or not

Mr Joyner

04 August 2015 23:17:48

Thank you for taking the time to read and reply to my comment Mr Shaw. I will now reply to your comment:

I also used to beleive that old cliche 'nothing starts without a sale'. It is used so often in business that we just accept it as being true. The truth is, that it is not true. It is a lie to motivate sales staff and justify their elevated positions and salaries in an organization.

The truth actually is that that every thing starts with a customer's need, and then a product or service to meet that, which can be sold at a profit. The sale comes after the establishment of the product or service. In your case that sounds like it is ACR equipment or products, in my case it is skills used as a hands on engineer. Without the engineer in my case, or the products in yours, there would be nothing to sell.

I can't speak for all segments of this industry, or geograhical locations, but in my experience, a good customer service manner makes a big difference to getting repeat business and often word-of-mouth recommendations for work.

Customer Service is important at winning business and applies in all elements of it, especially at the hands-on sharp end of being the engineer on the tools

Steve Shaw

04 August 2015 09:03:24

In reply to Mr Joyner's comments, I agree with him that hands on engineers are vital to this industry but without a sale there is nothing for them to do. Like it or not, all business starts with a sale, without which, even the hands on engineer with the best people skills in the world will be sat in that canteen with nothing to do.

Customers are driving the prices down. Reduced prices means reduced margins. Reduced margins results in lower wages. Lower wages reduces skills and motivation. Does this sound like an industry that values excellent customer service?

Although I work in a wholesalers it does not mean that I am unaware of what is happening on the tools. I speak with hands on engineers every day on the trade counter. They all complain that the customers shop around for lower labour prices. Customer service may be preferred but it is not valued and doesn't enter the consideration when a customer is shopping around.

Mr Joyner

04 August 2015 01:55:56

Well said Hands on Engineer. Sales people forget what really makes this industry tick - the hands on engineer. So when they read the words 'Customer Service' they instantly think of sales and selling. To them, excellent customer service equals more sales. Nothing else. Other wise why offer it they will say.

I have read this blog several times. Steve Gill clearly gives two examples of site engineers that went out of their way to be helpful. These are great examples. These are the 'Freds' of the ACR industry who go the extra mile for no obvious personal gain or glory.

I don't wish to take anything away from the two previous winners of this award as I am sure they are worthy winners, but I wonder what needs to be done to find and reward the real hidden Freds of this industry that never get to see the inside of an office.

Tony

02 August 2015 13:25:30

I think I have just found the role-model from the ACR industry that I have been looking for.

Inspirational blog, this post and every post. I now know what is possible in the industry if I put my mind to it, and apply the dedication and effort.

Great role-model

Alan

02 August 2015 05:29:59

Essential reading. Great blog about individual effort that is overlooked by all but those on the receiving end.

Give awards to those that deserve and earn them, not those that crave them and actively seek them. Great message

Hands on engineer

30 July 2015 13:44:19

Typical that some link customer service directly to sales and profit. "if there is no sale why offer better service?" they say. This industry is not all about sales people. As an hands on engineer I perhaps see this world differently. My contact with the customer is not over the telephone, or by email, or in a nice office for a sales meeting, it is usually in a dirty plant room or in the site engineer's office. It is here that relationships make a difference. It is here that being rude or inconsiderate really comes back to bite you. It is here that good will wins is essential, without it I can't do my job. The blog speaks about engineers on sites. We are at sharp end of this industry. Like the postman, we can make a difference that no one else but the customer and ourselves will ever recognise or be aware of.

Alex

24 July 2015 23:55:42

This industry is price sensitive to a point where customers will shop around for the lowest price. But I don't think that that devalues good customer service. The customers will come back to you and give you another chance to lower your price. You may have to price match a supplier offering inferior customer service but chances are that if you do, they will not go back and ask the others to lower it again.

We can't get away from the price driven nature of this industry but I think we can still use better customer service to our advantage

Tom L

24 July 2015 08:40:05

I agree with Steve Shaw's observation. This industry is price driven. You can provide the best customer experience but the client will shop around and place the order for the lowest price. They may appreciate what you are doing on a personal level but the commercial aspect always over rides that. Forget about customer services but have the lowest price and your sales will grow.

I do agree that it is possible to make a difference to anything we do if we choose to. That comes from within, like the postman Fred. But commercially and career wise, I would have to question what is the point?

Steve Shaw

23 July 2015 22:36:48

Much as I enjoyed reading this post and agree that there are pockets of really good examples outstanding customer service in the ACR industry, I find from personal experience that it is not at all appreciated in fact. I work at a wholesalers who promote and sell a wide range of products. To support our sales activities we hold the contractor's hand all the way. We even do their design and equipment selection for them. This service is all for free. What I have been finding recently is that contractors have been using our support services and then shopping around for the equipment selections that we have made. We recognise the importance of being competitive so always keep our prices low, but recently we have lost some orders for stupidly small amounts of money. Less than £5 for orders of several £ thousands. We have done all the work (as a free support service) and then lost the order for what in truth is so insignificant an amount it is insulting. Our quality customer service has not helped us at all in these instances.

Good blog. Anything that promotes the ACR industry and the importance of customer service gets a thumbs up from me. But don't believe that this will win the sale

Steve Hurst

02 July 2015 17:27:24

Poor customer service is something that we instantly recognise and occasionally report depending upon how bad it actually gets. Excellent customer service is often not even noticed and rarely appreciated by reporting back to the employing organisation.

This blog is a really good reminder that this industry is a service provider, and that we do not enough to recognise those fine individuals that go the extra mile. That was until the ACR New Customer Service Award was actually launched. Well done ACR News!

Sue

29 June 2015 00:11:11

I would just like to echo Steven's comment concerning it being great to see these exceptional people celebrated with the ACR News Customer Service Award. The two previous winners have been inspirational. Congratulations to both Disa and Laurance, two wonderful examples of remarkable people. Great role models. For me, this is the best award in the industry. Never mind widgets, reward real people!

Steven

28 June 2015 12:16:41

We need the 'widgets' as Julie calls them. As a technical industry we need products and solutions. These will always be considered the most important to provide businesses with advantage over competitors. However, I do actually agree with Julie and many others who have left similar comments that without staff making supporting customers even then best widget in the world won't get sold or installed etc.

I think Mr Gill has raised a really important issue. As an industry we do not do enough to recognise the contribution that individuals make. I don't think this lack of interest will go away but if we continue to have champions such as Mr Gill, these issues will at least stay alive

I heard that entries are now open again for the next ACR Customer Service award. It is great to see those exceptional people celebrated in this way.

Julie

26 June 2015 09:56:14

As someone that tries to do my best every day at work I found this blog post really interesting. After reading this I also bought the Fred Factor book by Mark Sanborn.

What I found interesting is that Fred's employers - the postal service - really didn't know what he was up to or how unique the service he was providing actually was until Mark told them.

Employers are often blind to what is happening at the sharp end of customer service. What I really like about this blog is that it proposes raising this topic by giving recognition to those that go the extra mile. The award can be nominated by customers not just by employers hope to promote their business through some quick PR exposure.

Fantastic idea and although this blog is not new its message is still important and fresh. In an industry where the latest wiget is considered more worthy of praise that the devoted staff that work within it I think this blog stands out as bold and imaginative. It breaks the mould.

Great read.

Gordon Smith

17 June 2015 11:47:54

Wonderfully written blog. If only all our so called 'leaders of industry' thought this way, what a better place our industry would be.

Breathtakingly refreshing to read. A true thought leader who doesn't follow the 'norm', a term which as Steve says doesn't't and shouldn't apply to this industry

Great stuff. Look forward to reading more.

Vanessa

07 May 2015 08:51:34

Wonderful idea. Well written blog with an inspirational blog.

Bob

22 April 2015 20:42:29

It was wonderful to see this blog from two years ago give birth to the ACR News Customer Service Award for Frontline staff. I think the concept is absolutely spot on, and having seen the standard of the finalists and eventual winners, I think the organisors have really done an excellent job.

Frontline staff that are a credit to this industry deserve far more attention than they currently receive. Fortunately, we have people like Steve Gill there to remind us that we can all make a difference if we but try.

I enjoyed reading this blog two years ago, and I have just enjoyed reading it again. No wonder if has remained so popular.

Ellen

21 April 2015 23:11:50

Frontline staff are usually overlooked by their own employers but may be appreciated by their customers. I don't suppose the postal service gave too hoots about Fred the postman until he became a minor celebrity thanks to the book about him. The ACR industry is the same. Employers don't know what their frontline staff do unless there is a problem.

I think the idea of an Award will help with this and is so different from the usual CEO's congratulating each other on how well their organizations are doing.

really good idea.

Ryan Lee Kim Feng

18 April 2015 10:51:39

How would management team make the right decision if the ground level Engineers, Supervisor or even Technician do not know the stuff like their back of their palm? I always applaud and respect these level of personnel. Unfortunately, market perception at South East Asia level has not recognized their contribution which are just considered as labourers. I always believe any green initiative towards building efficiency does not mean anything if the same wavelength of understanding did not cascade down from owners, consultants, Engineers to these level and provide the right career growth opportunities for them to have a sense of belongings in their day to day work.

Alan Mekky

17 April 2015 13:39:14

This blog must be one of the ACR industry's best kept secrets but seems to be known by many as well, if that makes any sense. I must confess that I had never heard of it but saw a tweet referring to it

All I can add to what has already been said is that it is a great read and inspirational at many levels, not least being that it resulted in an actual award being made to those previously that had gone unnoticed. No one wants to be taken for granted and those that go the extra mile deserve the spotlight on their behaviour and attitude.

This blog be two years old already be I think it may be just one of those gems that will last much longer

Remarkable for all the right reasons.

Chelsea Greenland

31 March 2015 03:30:46

Good customer service is more than treating customers with a friendly, helpful attitude. That is important but that is just the starting point. Too many people that a smile and friendly manner is all there is too it.

Really good customer service means helping customers efficiently by having a thorough knowledge of the inventory, experience of your products, or services, and being able to help customers make the best choices for them.

The two winners of this award are more than just smiling faces. There is much more to them, and there is more to them winner the award that just the nice smile that they both have

Congratulations to both of them.

I was surprised to read that some thought this blog is nothing special. How wrong can you be?

Annabelle Moore

30 March 2015 04:31:55

Hi, from Sydney Australia

The blog really made me think about my job and my role. These may not be the same thing. My job is Service Administration but my role is much wider than my 'job' suggests. I provide support to both internal and external customers. I can make a huge difference to their lives simply buy taking the time to fully understand their needs and provide them with a smile. This is much more than just completing paperwork and filling. After reading the story about Fred, I am going own this job, I am going to make it mine and really make a difference.

It is only Monday, but one day of being a 'Fred' and I feel happier and so do everyone that I have dealt with today. I hope I can keep this up. I will go home satisfied tonight and looking forward to tomorrow at work.

Brilliant blog Steve. Have you ever considered being a motivational coach? You should!

Annabelle from Sydney.

Steve Fulton

27 March 2015 13:50:01

I was reading the news item about the industry awareness campaign being translated into other languages and then followed to this blog out of curiosity.

I think the posters are fantastic. So simple and yet so effect.

Now I read this and see that Steve Gill really does care about the ACR industry and those working within it. I read this, and his other blogs and felt proud to be working in with such fine people doing such an important job.

Why isn't more made out of this blog? The news item didn't refer to it at all and it was only by chance that I found it.

Anyway it has made my day.

By the way, I don't know who Disa and Laurence are but congratulations on your awards. You both sound great!

Moon Kim

25 March 2015 23:34:25

This blog makes me want to cry and smile in equal measure. The story of Fred the postman being so humble is a constant reminder how we can all make a difference in our work if we try to. Sometimes a simple smile in greeting can change a person's day. I can relate to this story very well in my own job. Being taken for granted and unappreciated makes me feel like crying sometimes. But I don't, I am a strong person and I will always do my best

The blog talks about recognition and an award for people that exceed in excellent customer service by their own efforts. Two young people have won the award as this blog is now old. I smile for the two winners. This is a success story with a human element. Most industry news is about the launch of a new compressor or cooler. This story is about human endeavor and success. We can all make a difference not matter how humble our role or task. That is some thing to smile about

Mary Watkins

25 March 2015 01:15:28

Love this blog. So true in every aspect. Just love it.

Excited to see that it actually led to an Award and that the two winners have been hailed as such a popular winners. This industry can be so dry and feels stuffy at times but is actually filled with fun and creative people. Nice to see something human happening for a change and not just another corporate beer bashing excuse.

Customer service is vital to this industry and frontline staff are all the last to be acknowledged and first to be blamed.

Great blog. Love it (did I say that already?).

S.M.

06 March 2015 09:09:34

This article is a wonderful example of storytelling to get a simple message across. We can all relate to the imagine of the postman stood at the man's door asking how he can improve his service. Simple but very effect

Unlike must of the other people leaving comments, I am not from the ACR industry so have no idea who Steve is.

I do like the idea of a 'Fred' award though and was sent a link to this blog by a colleague.

I was surprised at how active the comment thread is. This must be very well read and circulated. What is the secret? Perhaps Steve Gill could share his secret of how to write a blog that gets noticed?

Steven Foster

05 March 2015 08:01:40

What a gold mine of customer service quotes and information this blog thread is. I googled customer service and somehow ended up here. So of the comments make exceptionally good points.

I am not from the ACR industry but found this to be a excellent read. Entertaining, interesting, and informative.

There are lots of sites written by advisors to business with titles such as '10 things you must to do to improve customer service' but I have yet to find another site that contains so many comments from people actually working in an engineering industry. Well done to all, and thank you. I found this really helpful

Colin

04 March 2015 22:45:54

I left a comment on the blog about a year ago. I am revisiting it tonight after reading that Steve Gill is to be the next President of the Institute of Refrigeration. What an inspired selection that is.

I was intrigued by some of the more recent comments and by the two winners of this award so far. Both admirable winners.

As I read it, the blog makes the point that technical people can also offer good customer service. Fred the postman delivers the post AND offers exceptional customer service. Outstanding in fact.

I am glad that in the spirit of the blog ACR News made the award open to everyone working in this industry. That doesn't exclude anyone, not even technical people

I said it was a great blog before, and I will repeat myself and say so again.

Would like to read more from Steve, and hope to see the award running for many years to come

Congratulations to both Disa and Laurence

Hanne

04 March 2015 22:10:19

Greetings from Norway. I think I am may be the first to leave a comment from here.

I am sales support so I have very little direct contact with our customers, but I do often receive phone calls from them, and also send quotations to them in support of our sales team

I have never thought of the customer service aspect of my work until one day a customer sent a message of commendation to our company owners. It made me feel so good.

I enjoyed reading this blog and agree that this is a part of our daily work that is overlooked. We are financial and technical driven as a business and an industry

I read the success story of last year's winner, and although I have never won anything myself, I can share in her success as though it were my own

Some of the English is difficult to understand in places but I think the message is that we can all make a difference if we really want to.

Hanne, from Telemark

Jennifer Johnsen

02 March 2015 21:36:55

I had the pleasure of meeting Steve Gill at the Stevie Customer Service Awards last Friday in Las Vegas. I know nothing about the ACR industry and enlightened me about it. It was nice to meet someone so passionate but at the same time so unassuming.

At some point during the conversation I commented that he was a great ambassador for the ACR industry as a whole and the UK in particular. To which he modestly disagreed and said that if I want to meet truly great ambassadors for the ACR industry I should meet Disa Shearer and Laurence Zeyen. I asked if they are CEOs of great companies, or heads of industry. HE said that they were more important than that, they are the shinning lights of the ACR industry. I was intrigued. But he would explain no further. And suggested that I google Fred Award ACR News Awards blog. And here I am.

I now see what he means. I have read the blog and some of the comments (there are simply too many to read them all). I also looked at the ACR News Customer Service Award. I have spent the morning looking at this. I am so impressed that I am lost for words.

All I can say, is that with Disa and Laurence as ambassadors for the ACR industry, it must be one hell of an amazing industry.

And Steve, it was really nice to meet you. You have inspired me in an unexpected way. I will look at having our our Fred Award. A Stevie award is a fabulous honor and glamorous, but to be considered a Fred is breathtaking.

My congratulations to Disa and Laurence. Two of the best people in the world I hear

Katherine Barron

02 March 2015 19:41:08

I work for an air conditioning company in Nigeria. Whenever I reach out to people on the Internet they instantly assume that I am up to some sort of scam. Working here has difficulties that people living in London would never understand. I am not after sympathy, I am just stating a fact.

I have read this blog, and the comments about Disa and Laurence, but unlike Erica, I don't want to cry, I want to shout out with joy. We are all united by the nature of the work we do, and this field of engineering that we work in. We are all equally overlooked and unappreciated in what we do. But hearing of this award gives me hope that one day someone will noticed me. Reading this blog gives me the knowledge that there are people that do actually appreciate us and what we do even though they have never met me, nor ever will. I feel that Mr Gill wrote the blog for me. He wrote it for Disa and for Laurence. He wrote it for all of those doing their best. God bless him.

I don't quite understand what 'normal is overrated' means, but thanks God that we have some extraordinary people in our Industry.

Suzee

02 March 2015 13:32:37

I thought Disa would be an impossible act to follow. How could an award have found such an amazing person? But then, along came Laurence. Not better, but different. Equally as worthy of winning. I am in a customer support role. I can only admire to be as good as these two gems.

The postal service may have a Fred, but the ACR industry has a Disa, and a Laurence. Two remarkable people

Congratulations to all the finalists from the first two years. There can be only one winner but there really weren't any losers. The biggest winner in all of this is the ACR Industry.

I used to think of this as just a job. Now I think of it as much more

Thank you Mr Gill. An influencer blog at its best

Tim Bartlett

02 March 2015 13:12:28

I can relate to the comment from Erica about being unappreciated only too well. I found myself reading her comment and nodding in agreement.

I then reread the originall blog post again as I haven't read it for a year or so. It struck me just how good the message behind the blog is. I thought it was good the first time, but after reading the comment from Erica, and being able to relate to that, the blog became even better. It had far deeper meaning than I first read in to it

The first two winners have been wonderful, inspiring people with inspirational stories. Congratulations to both Disa and Laurence. But I do hope that it doesn't become a female only award. I am absolutely sure that both Disa and Laurence won on merit. The guys now have to step up.

One name that was left out of the congraulations was Neil Evertt. If anyone reads the comments from his time as editor one will see that he was also an active supporter of this award even though it was Lynn who brought it to life and shaped it the way that it is today

Congratulations, and to Erica, a big thank you for making me think a lot this morning. Don't feel unappreciated. They would miss you if you weren't there I am sure. You are not invisible, it is just that they have their eyes and minds closed.

Christine Kehl

02 March 2015 09:14:20

Well said Erica. I know that feeling very well. I have the same frustrations. Normal in this industry is being overlooked especially if you are a woman, or not an engineer.

It is not only wisdom that Lynn and Steve have, it is vision, foresight and deep insight. This award is unique in this industry just as those two people are.

My wholehearted congratulations to Laurence for winning this year, and also to Disa for being such an inspirational embodiment of all the positives that this blog conveys. My best wishes for your continued success to both of you

And Erica, good bless you for your heartfelt words. A little emotion doesn't do any harm. A hug to you

Erica

01 March 2015 22:01:54

I read this blog, and about the award, and about the winners, and I felt like crying.

The blog reveals wonderful human element so rare in this industry. Then the award was launched by ACR News for the unsung heroes at the sharp end of this industry as the blog called for. Those nominated are put forward by appreciative employers, colleagues, or customers. That is such a nice way to show appreciated. And then, those nominated are judged by their peers in industry. Industry shows its appreciation, not just a few judges, but many.

We read that we have had two winners so far. I read the kind comments left about them

I work very hard each day, very hard. I am supporting engineers in the field. I work between suppliers, the engineers and the customers. I imagine that there are many out there doing a similar job. I only ever hear comments when things go wrong. Something is late, or wrongly delivered. No one ever even says thank you. I am invisible until there someone to blame, or someone to get them out of a hole.

So, when I read this blog, and the award, the nomination process, and the voting, and then I read about Disa, and Laurence, I wanted to cry. These two young women are fortunate to be noticed and appreciated. I cried with joy at their good fortune and their success. It is so nice to know that some of us are noticed and appreciated for what we do every day. I pray for their continued success and would like to say congratulations to both of them.

This industry does have a heart after all. Normal may be overrated, but sadly, normal is what many of us face everyday. But thanks to this short blog by Mr Gill, I no longer have to feel that I am normal or underrated. I am just unappreciated by those without the wisdom of Lynn Sencicle and Steve Gill. Thank you both.

Congratulations again to Disa and Laurence, and to all those that may dream of following you in the future

Claire

27 February 2015 08:53:19

The ACRN Customer Service Award really is the jewel in an overloaded industry awards period

It is great to see Lynn Sencicle and the ACRN team bring this to life. Congratulations to both Laurence and Disa the winners of this award so far. There so few women recognised for their contribution to this industry. There are a small number of female engineers that rightly attract attention as fine role models. But as the blog points out without the work of many staff in equally important roles this industry just wouldn't happen.

I know that the award is not intended to be for women only. It was intended to reward the often unseen recognised importance of customer service staff . The two winners so far are fine examples of the best that there is.

I actually know Steve Gill so I know that he will be very embarrassed when I also say well done to him for bringing this aspect of our industry into focus. You really are an amazing influencer for good in this industry