A Sincere and Heartfelt Thank You

“ Gratitude is a muscle and you should exercise it often”

I learned this from a mentor of mine quite a long time ago and was reminded of it recently by one of the most positive men I have had the pleasure to get to know - TFL's own Scotty Werner. Now with most of us working from home or the new acronym WFH, I thought it would be a great time to get some exercise. The virus has not put a stop to broken doors, or damaged locks, or busted cameras. Those are still out there, and someone is fixing them every single day. Who is doing this work? The heroic technicians of TFL. Each day they are braving the elements with one thought in mind…” How can I take care of my customer?” This selfless and unfortunately, sometimes thankless effort, needs to be recognized immediately. Braving the elements has a new definition now as we all fight to overcome an invisible enemy that is debilitating our economy, our family, and friends. A sincere and heartfelt thank you to every technician who continues to work thru these historic times with the sole purpose of taking care of the customer and making things better in the future for everyone. We are thankful for everything you do, and we will continue to lean on you, and learn from you, as you show our customers that the trust, they put into TFL is represented in the work you do every single day.

So again, to our world class TFL MetroWest MA Technicians: Mark, Terry and Austin as well as the 200+ other TFL Technicians across the country - THANK YOU!

Now, these jobs that our heroic technicians are completing are delivered by our superhero’s in Operations and Client Service. Each day they work hand and hand with the technicians to go over what parts are needed. Then they work through multiple sources to find the right part, in the correct finish for the best possible price and get it delivered as soon as possible. While they are doing this, Larry and Cary wade though all of the calls from “can you unlock my car”… to “can you install an access control platform?” Some clients call back 5-6 times a day to check and see what the new updated status is of the work order. Some call to ask for an estimate after it has been sent 4 times already. Many call to see if we can handle an emergency in the next 7 minutes. The constant barrage of calls and questions can numb even the most positive person on the planet. Yet, our team still gets those work orders onto the schedule, gets our technicians on site with the correct hardware, in the correct color and help to return safety and peace of mind to our valued customers and partners.

So again, to our world class TFL MetroWest MA Operations Team: Larry and Cary, as well as the Customer Service Experts at HQ - THANK YOU for your dedication to ensure our customers are taken care of!

A sincere and heartfelt thank you for everything you do - in the "normal times" as well as these challenging days. Since COVID-19 has spread, our teamwork has grown bigger and stronger. Thanks to your commitment to our Mission Statement: "To Protect the Safety and Secure the Property of the People in our Community" - our partners and customers have experienced ZERO disruption in their service. At a time when everyone's lives are being disrupted, I am most proud of the fact that TFL MetroWest is delivering confidence, certainty and peace of mind to our community. Camille and I applaud you all for that.

• And if you want to polish up your customer service skills https://youtu.be/UYmT2tpz0g4 or need some additional positive influences in your life, I highly recommend following Scotty Werner at https://scottywerner.com/

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