This year’s Extra Mile Cruise hosted by the North Bay & District Chamber of Commerce along with numerous sponsors, members, nominees and monthly award winners gathered tonight to celebrate the Extra Mile Program. During the cruise, the 2013 Extra Mile grand prize winner was announced and awarded the $1,000 grand prize for excellence in customer service.
President Derek Shogren stated “this program allows us to recognize excellence in customer service and to reward business owners, employees and volunteers for their outstanding client service. This recognition acknowledges the performance and contributions in making North Bay and area a better place to live and encourages visitors to return to our city.”
The 2013 winners are Gib Tessier and Janet Snyder of the North Bay Regional Health Centre. They both are very professional and proficient at their job, and understand that it is important to add the positive customer service experience people deserve, as well as the added touches of going way beyond their normal job duties and truly go “the Extra Mile”.
The nomination read as follows:
“Reason for Nomination: There are two very deserving people I would like to nominate for the Go the Extra Mile Award – Gib Tessier and Janet Snyder from The North Bay Regional Health Centre.
At the age of 11 I had a pacemaker implanted at Sick Kids Hospital in Toronto. The care I received at Sick Kids was wonderful, I always felt I was cared about and the pacemaker technician knew me by name and showed an interest in my life. Having my pacemaker checked on a regular basis was a very positive experience for me. However when I turned 18 it was time to “graduate” from Sick Kids and I made my way across the street to the “adult hospital”. I was seen at The Toronto General for several years and always dreaded my pacemaker checks as I felt like I was just a number and I never saw the same technician twice. I had come to terms with the fact that my days of the “warm fuzzies” were over, I was an adult now and would never have the same experience I had at Sick Kids – until I decided to try out the pacemaker clinic at The North Bay Regional Health Centre.
A few years ago I decided to forgo my trips to Toronto to have my pacemaker checked and gave North Bay a try. I told myself if I did not feel comfortable with the clinic in North Bay I would go back to Toronto. From the moment I stepped into the pacemaker clinic at The North Bay Regional Health Centre I felt the positive energy from the two women waiting for me, with their machines running and ready to go. They introduced themselves as Gib Tessier and Janet Snyder. I felt the “warm fuzzies” immediately and knew I would be in good hands. They asked me what I did for a living, where I was from, what my story was. This was not information they needed for my chart, these were questions they were asking because they genuinely cared about who I was and were getting to know me. I have my pacemaker checked once a year and although I do not see Gib and Janet on a regular basis they still know who I am and always ask what I am up to.
Last summer I felt a little flutter in my heart and thought I better be safe than sorry and have things checked out. I called the pacemaker clinic and explained my symptoms. Gib was so obliging and told me to come in and have it checked out. I asked what time I should come at, and she said whatever was convenient with me, after work would be fine so I wouldn’t have to take any time off. It was determined during my check that my pacemaker battery was running low and it would have to be replaced. I explained that I did not have a cardiologist and Gib told me to leave it to her. She bent over backwards, I would say she went the extra mile to refer me to a cardiologist in Sudbury and ensured I was seen right away. Gib gave me her home number told me to call her if I had any concerns and she called me several times a week to keep me updated on her conversations with the cardiologist in Sudbury. I could not believe the care I was receiving from a health care provider, it was amazing. I shared the news with my mother and she was shocked at how attentive this woman was, this was not something we were used to. My pacemaker was replaced and everything went well, Gib asked me to follow up with her and let her know how I was feeling after my surgery. She really did care.
In January 2013 I found out I was pregnant. I called the pacemaker clinic to let them know as I felt I should have my heart checked to make sure everything was in good working order. When I shared the news with Gib her enthusiasm and excitement was what I would expect to receive from my mother. She wrote in my chart “PREGNANT!!!!” and circled it because she was so excited.
Recently I had another pacemaker checkup to make sure things were going well, Janet and Gib asked how my new house was (they remembered I had purchased a house in March), they asked if my husband had found a full time teaching job yet. Janet and Gib always remember the little conversations we have had in the past as I lie on the bed hooked up to machines.
I had mentioned that I have several appointments coming up with different doctors, from a pediatrician to internal-medicine. Janet said it was ridiculous that I had to come to the hospital so often and that my appointments should be booked on the same day to save me time and money in parking! Gib immediately picked up the phone and made a few calls and rescheduled my appointments for me so they were on the same day. Again, a perfect example as to how both Gib and Janet always go the extra mile.
Gib Tessier and Janet Snyder are an amazing team that works so well together. They do a fabulous job at making their patients feel important, feel human, feel like we matter to them, and they always go the extra mile. I have finally found the care I have been searching for since leaving Sick Kids Hospital 12 years ago.
I strongly believe that Gib and Janet deserve the Go Extra Mile Award.”
Other monthly winners included: Raymond O’Neill from Midas, Constable Mark Ethier of North Bay Police Services, and Dave Hunter of Hunter’s Automotive. For more details on their stories, please check out the Chamber website www.nbdcc.ca
Congratulations to all the nominees, the monthly winners and the Grand Prize winners of the Extra Mile Program! A special thank you to all the sponsors who support the program.