Ten minutes before closing on a Saturday, Todd Mazur, a customer of Spahn & Rose’s Whit Davis Lumber Plus Greenbrier, Arkansas, location, needed a full pallet of concrete blocks.
There was one problem: Mazur had arrived in a small Toyota pickup, and dropping the entire pallet into the bed wasn’t an option.
For Yard Manager George Myrick, the solution was straightforward. He and the crew began unloading the pallet by hand, distributing the blocks so Mazur could safely haul them. Closing time came and went. About 30 minutes later, the blocks were loaded and Mazur was on his way.
George didn’t think much about it afterward.
“This is something I’d do for anybody,” he says.
Mazur thought differently. He contacted Whit Davis Greenbriar location General Manager Scott Lang specifically to tell him about George’s service. That unsolicited compliment helped earn George Spahn & Rose’s September Above & Beyond Award.
“Customers do not often go out of their way to seek out management simply to compliment an employee,” Scott says. “That speaks volumes about the impression George made.”
Relationships Built Over 19 Years
For George, taking care of customers has become second nature during his 19 years with Whit Davis. What he enjoys most about his job is working with his crew and seeing customers he has come to know over nearly two decades.
“It’s nice to see them every day, shoot the breeze and smile,” George says.
Many of those relationships are with contractors who return to Whit Davis project after project. George tells his yard team to remember that customers have choices about where they do business.
“That customer is what keeps us in business,” George says. “They can go down the road and go someplace else. Build relationships with them.”
Scott sees the results firsthand.
Recently, David Starkey of Starkey Family Construction was at the store while having service performed on his STIHL chainsaw. He stopped Scott specifically to talk about George and the service he consistently receives from him.
For Scott, praise from an experienced local builder carries particular weight because contractors work with numerous suppliers and know good service when they encounter it.
“George has a way of making customers feel valued and appreciated,” Scott says. “The unsolicited praise we receive from customers like David is a testament to the effort and professionalism he brings to every interaction.”
George says honesty is a big part of maintaining those long-term relationships. When customers ask him a question, he wants them to know the answer they receive will be truthful, including when Whit Davis can’t provide exactly what they need.
“They may not like it, but I’m going to tell them the truth,” George says. “I’ll do my best, and if I can’t do it, I’m going to tell them. That means a lot to them.”
Taking Ownership Leads to Outstanding Customer Service
Scott says George approaches his responsibilities with the attitude of an owner, whether he is helping a customer, supporting another employee or handling work behind the scenes.
Few examples illustrate that commitment quite like Whit Davis’ most recent year-end inventory.
After an exceptionally long day working to make sure inventory was completed accurately, George decided that going home made little sense. Instead, he stayed at the store and managed a few hours of sleep at his desk before returning to work the next morning.
“While we would never expect someone to do that, it reflects the pride he takes in his work and the sense of ownership he has for our store’s success,” Scott says.
That example also matters because George’s influence extends to the people working alongside him. As Yard Manager, he has the opportunity to set expectations for how customers are treated and how the team responds when something needs to get done.
“George brings positivity, professionalism and a genuine servant’s heart to work every day,” Scott says. “He sets an example through his actions and demonstrates what great customer service looks like.”
George’s surprise at receiving the Above & Beyond Award may say as much about his approach as the stories that earned it.
“I was really surprised,” George says. “To be recognized by a customer meant a lot. Not many times do people call in and thank the drivers or yard hands or me. It meant a lot that they appreciated the extra.”
Away from Whit Davis, George spends much of his free time on the land in northern Arkansas where he grew up. He hunts deer and squirrels, does some fishing and gardening, and has recently tried his hand at turkey hunting. Much of his time there, however, is spent mowing and brush hogging the property.
Back in Greenbrier, the work continues with the customers and coworkers George has gotten to know over 19 years.
Scott says those relationships, combined with George’s willingness to step up when someone needs help, made him a natural choice for the Above & Beyond recognition.
“His strong work ethic, customer-first mentality and commitment to the team make him an invaluable member of our organization,” Scott says.
Recognizing Well-Deserved Excellence
Employees within the Spahn & Rose family of companies can be nominated for the Above & Beyond Award by coworkers, supervisors and customers. When a customer submits a review or drives back into town, 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, Instagram and Twitter. Above & Beyond Award winners receive a $100 Visa gift card and are eligible to be named the company’s Employee of the Year.
The Spahn & Rose Employee of the Year Award is the annual culmination of the Above & Beyond Award program, which recognizes employees within the Spahn & Rose family of stores, which includes 24 Spahn & Rose locations; Dunn Lumber in Lake Geneva, Wisconsin; Metro Building Products in Marietta, Georgia; Still Lumber in Conyers, Georgia; City Lumber in Huntsville, Alabama; and Whit Davis Lumber Plus with three Arkansas locations. Recipients of the Employee of the Year Award receive $1,000.