Petro Wheeler Ridge Employee Treats Customer with Kindness, Returns Lost Phone
At TravelCenters of America, we’re committed to creating a great customer experience for everyone who walks in our doors. We serve so many travelers from all over the country and from every profession imaginable.
Fuel cashier Janae Rogers from Petro Wheeler Ridge says she was just following her instincts when she received a call from a traveler who lost his cell phone. She says she was raised to always show respect because you never know what someone else is going through.
And when Janae found out (days after the encounter) that the traveler with the lost cell phone was the former U.S. Ambassador to Afghanistan, Lieutenant General Karl Eikenberry, she was overwhelmed with emotion.
“We treat all customers with respect, no matter where they work or what they look like. But when I found out who this gentleman was, my concern was that I didn’t address him respectfully! I am so grateful for those who serve our country,” said Janae. “I would be devastated if I lost my cell phone. I was just treating him how I would want to be treated.”
Mr. Eikenberry was so impressed with Janae’s kindness that he took the time to write a letter to the company. Here it is:
I am writing to recognize one of your exceptional employees, Ms. Janae Rogers. When my wife and I were traveling this past Tuesday from Silicon Valley to Los Angeles to attend a relative’s wedding, we inadvertently left one of our cell phones in the grassy area overlooking your Fuel Island at Tejon Ranch where we had lunch.
When we reached LA, we discovered the loss and were able to find the general location of the cell phone using a locator app. I then called your Fuel Island and Janae answered the phone. Her quick thinking, courtesy, patience, and professionalism were simply outstanding.
She worked with a colleague to find the cell phone based upon the information I provided. She sealed and labeled the device with clear instructions, should we return to claim it when she was not on duty.
We were fortunate enough that Janae was on shift when we stopped back the next day to get the phone. It was a pleasure to meet her. She clearly has the potential for managerial duties given her terrific interpersonal skills, attention to detail and calm demeanor.
She has made us into “Petro fans,” to be sure.
Please pass on our best to her and congratulations on running such a superb operation.
Karl Eikenberry Former - U.S. Ambassador and Lieutenant General, U.S. Army, Retired
“What Janae did is a true example of our Mission, Vision and Values coming to life. She was welcoming, empathetic and acted with integrity. I believe she returned Mr. Eikenberry to the road better than he came. Sometimes, even if it’s just a smile and a great impression, that’s enough,” said Soli Woods, Site General Manager. “Fuel GM Gregoria Silva, AGM Norma Serna and I are so proud to have Janae on our team.”