HUMAN RESOURCES

Red-letter efforts

Company posts letters from customers praising employees.
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MARCH 1991

"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.

Last updated: Mar 1, 1991




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