Note to reader: This is an email that was received last week from a client. This message shows our mission in action and reinforces why customer service is a top priority to all of us at RCAP Solutions. We applaud Jahaira Gonzalez for her professionalism and commitment to her clients while treating everyone she comes in contact with respect, care and excellent service.

Subject: Praise for an Outstanding Employee

Bill Minkle
Senior Vice President and Deputy Director to the President & CEO
RCAP Solutions

Mr. Minkle,

It is not often that I find myself writing an email like this, however, it is my pleasure to be doing so to bring to your attention the outstanding service that I have received from one of your employees, Jahaira Gonzalez, in the Worcester office.

From the moment I walked into the office, Ms. Gonzalez was very professional, attentive and courteous. She addressed me right away and was very helpful and knowledgeable, answering all of the many questions that I had since I was unfamiliar with what services were offered and the process to go about applying for them. She gave me the necessary paperwork that I needed for the RAFT Program and informed me of which days I could come back to meet with a counselor and submit my application. I asked if there was a number I could call if I thought of any additional questions after I left and she gave me her business card and pointed out her direct number.

I returned two days later and the office was full of people waiting. Again, Ms. Gonzalez was quick to address me and ask if I had signed in and brought my paperwork with me, which I had, and then told me to take a seat while I waited to meet with a counselor. While I waited, I observed a very busy office full of people walking about and streaming in and out. Ms. Gonzales impressed me with how well she kept her composure with all that was going on. Both clients and counselors were surrounding her asking questions, the phone was ringing often and she answered everyone’s questions while also managing to answer the phone, make photocopies, and hand out more paperwork and business cards all in a timely manner. I was especially impressed when she answered the phone and was friendly and patient and took her time with each caller despite having a frenzy of people around her waiting for her assistance. She did a great job holding her composure under the chaotic circumstances and treated every client, whether in the office or on the phone, with total professionalism.

Today I called Ms. Gonzalez to follow-up on my application and got her voicemail which stated she would return all calls within 24-48 hours. I left a message hoping that I would indeed get a return call as often times you don’t these days, no matter where you are calling, and thinking that if I did, it probably would be much longer than 24-48 hours. She called me back 3 hours later. I wasn’t expecting that and I was surprised and impressed. I was thinking, “This girl is good!” It was then that I decided I needed to write this e-mail to acknowledge her exceptional skills as she is an incredible asset to your organization.

Before I became unemployed which is what lead me to RCAP Solutions in the first place, I worked as a legal assistant at a law firm in Worcester for over 16 years with 8 years in office environments prior to that. I know how difficult it is to maintain your composure while working under the pressure of a demanding job. It’s even more challenging to remain friendly and to give each client the time and attention that they deserve. Ms. Gonzales is outstanding in all regards and a very hard working employee. Her contributions to your organization deserve acknowledgement as she goes above and beyond for all the clients, as well as the staff. Someone like her is hard to find and you are very lucky to have her.

Best regards,
Jennifer M. Disley