"We wanted to let employees know they should go the extra mile for clients," says David Fialkow, cofounder of National Leisure Group, a $40-million-plus travel agency in Boston. "But we needed to give them role models."
So a year ago he and his partner, Joel Benard-Cutler, erected the Wall of Fame, a bulletin board in the reception area covered with letters from customers praising employees. One note commends an agent-in-training for literally going the extra mile by biking over a ticket to a customer at the last minute. "We always knew how to handle bad letters; now we know how to handle the good," says Fialkow.