Nancy Heltman

We have a great program at Virginia State Parks. We do significant customer service training and emphasize internal customers in addition to our external customers. Internal and external customers alike can submit FOCUS cards (that’s what our program is called) to recognize staff that go the extra mile. For external customers, if we get emails or other notes mentioning special thanks to staff members (and our volunteers) we convert them to the card system. We work pretty hard to make sure the person gets recognized even if the customer doesn’t remember the name of the person who helped them. The first card an employee gets comes with a special certificate from our Director. All of the cards are presented by the Supervisor to the employee. Other forms of recognition are also encouraged. It’s been a great program for us.