Gerald Barber worked as a Field Manager for WSP USA in the early years of this contract and passed away suddenly in the summer of 2003. Prior to WSP USA, Gerald spent time volunteering with the Peace Corps, and was always looking for ways to "give back". He was a devoted family man and was an example to many with his positive attitude and outlook. Everyone liked Gerald. His relaxed style and casual manner made those he dealt with feel at ease. Gerald had a smile that everyone remembers and whether in person or on the phone it was easy to see and feel Gerald’s face as he chuckled.
It is with these thoughts in mind that we have chosen to institute an annual award to celebrate and recognize a project member who best embodies the attributes that Gerald exhibited. Here are some of the hallmarks of exceptional customer service:
We often underestimate the power of a smile, a kind word, a listening ear, an honest complement, or even the smallest act of caring. All of these have the power to improve a situation or turn a life around.
It was with humble gratitude and a great deal of pride that we established this award and it is a great honor each year to be able to recognize an individual who has provided invaluable contributions to the project and had a positive impact on the lives of so many people.
The Gerald Barber award recognizes those unique individuals who have the ability to remain positive and upbeat, especially when things get tough. Their presence helps lift everybody’s spirits. This year we were pleased to present Brent Collins with this award. When deployed to Louisiana in 2016, he single-handedly issued equipment to almost 1,000 inspectors and made it seem effortless. Always calm and reassuring, he will make time to cheerfully help anyone that has a question or technical issue. His strength of character is appreciated by the inspectors and the office and field staff alike.
Dawn has experience working in the Production and Accounting departments and has assisted countless inspectors over the last few years. Her actions regularly result in satisfaction by providing customer service beyond what is expected. Her patience while going over expense reports and timesheet issues with inspectors speaks volumes. Dawn always receives high marks from inspectors' survey results for her friendly demeanor and patience. She has been described by inspectors and staff members as a pleasure to work with.
Bill is the Customer Service Manager. His actions regularly result in client satisfaction. No matter the circumstances, Bill faithfully executes the highest level of customer service day-in and day-out, year-after-year. Because this level of customer service is the norm for Bill, people may fail to recognize this achievement. As the customer service manager, Bill’s superb people skills and unfailing integrity has earned Bill high respect from FEMA Inspection Services as well as from the project staff. Bill is respected project wide by coworkers, FEMA and inspectors as a professional manager. He is soft spoken and easy to approach. Bill utilizes a positive and caring approach to handling unpleasant situations. Bill regularly communicates with applicants, inspectors, as well as our client over the last few years and his actions regularly result in satisfaction by providing customer service up and beyond the accepted norm. Bill always remains polite and courteous while focusing on finding solutions to situations that evolve at a moment’s notice and many times they are very large in scale.