One board. Just one single board short. One Friday afternoon, a customer who had ordered decking material from the Cresco, Iowa, Spahn & Rose location had an oh-so-nearly-finished deck that was just one handrail board short of being complete. The contractor had already left, and the homeowner had planned to christen the deck with a party the following day.
Dustin Chatfield, Assistant General Manager at the Cresco store, tracked down the correct board, went to the customer’s home and installed the last piece himself. It helped that Chatfield had years of experience working for a contractor company.
Because of such dedicated customer service and his willingness to tackle any task in the lumberyard, Chatfield has received the August Above & Beyond Award.
“Dustin wears many hats here and always has a smile on his face, a witty remark and a positive outlook on life at work,” says Jacob Fouts, General Manager of the Cresco Spahn & Rose. “Dustin embodies the definition of customer service. He’ll be the first to go to a job site for a contractor, the first to answer the phone, the first to jump out of his office to help a customer at the counter and the first to offer to help outside in the yard if we’re shorthanded.”
Chatfield previously worked for Spahn & Rose several years ago, then with a local contractor; he returned in May 2019 to serve as Outside Sales Rep for the Cresco store. This past May, he was promoted to Assistant General Manager. His experience as a contractor has been invaluable, according to Noah Green, Spahn & Rose’s Regional Vice President.
“Dustin is intelligent, outgoing and very knowledgeable,” Green says. “He’s done estimating for commercial and residential contractors. That enables him to understand what building materials our customers need.”
That know-how came in handy recently when Chatfield was discussing a composite board installation with some contractor customers. Chatfield mentioned that Cortex screws are available with caps, which will provide a smoother, more professional appearance than standard screws. Those contractors, and quite a few others, have since started using Cortex screws because of homeowners’ rave reviews.
“A lot of my experience is knowing terminology and finding new ways for contractors and builders to achieve faster and better results,” Chatfield says. “It feels good knowing I’ve helped a customer through a whole project, making sure they have any issues taken care of as fast as I can.”
In his off time, Chatfield enjoys fishing, hunting deer and pheasant, and camping with his family.
Chatfield and other recipients of the monthly Above & Beyond Award receive a $100 Visa gift card and are eligible to be named the company’s Employee of the Year, an honor that includes a $1,000 prize.
Spahn & Rose employees can be nominated for the monthly Above & Beyond Award by coworkers, supervisors and customers. When a customer submits a review, any employees mentioned are nominated for the honor. Customers can also nominate employees for Above & Beyond through Spahn & Rose’s social-media channels, including Facebook, Instagramand Twitter.