Welcome to “The Good Stuff,” where we highlight positive news and ways that NAED employees and member companies go above and beyond to give back to their communities! If you have some “Good Stuff” that you would like to share with tED, find out how below.
One of Keystone’s customer service reps, Becky Miller, received an unusual call last week from a man trapped in snow at Keystone ski resort in Colorado:
LANSDALE, Penn. – It wasn’t the kind of call Becky Miller was expecting.
Late afternoon Thursday, Dec. 19, Miller – a customer service representative for Keystone Technologies – got a call from a man who spoke three words: “Stuck in mountain.”
Realizing it wasn’t a prank, Miller immediately sprung into action.
“This was someone in trouble and I immediately started saying’ OK, hang on, let’s see what we can do,’ ” she recalled.
The man, named Daniel, had drifted off a black diamond run at the Keystone Resort in Colorado and had gotten immobilized to his waist in a snowdrift. Though apparently visible to passing skiers – he told of at least one person waving at him – he had been stuck for at least 30 minutes, growing more panicky by the minute, when he got ahold of Miller.
Why the Pennsylvania lighting company instead of his resort? His phone was in his pocket and he asked Google for a Keystone number.
But Miller was ready.
“He’s talking faster than I can write, so I am typing everything into my Inside Sales team chat,” said Miller. “I went, ‘Guys, I need help,’ and [colleagues] Eddie Hall and Melissa Bock gave me the phone number for the ski patrol there.”
With Miller staying on the line, the ski patrol spoke to Daniel and told him how to free himself. The skier found his way to the patrol building – “cold, but they got him warm and moving and back out the door,” said Miller. “He is safe.”
Josh Brown, Keystone’s Chief Commercial Officer, hailed Miller’s act.
“It would’ve been so easy to simply hang up the phone after realizing it was a wrong number,” he said. “But Becky chose to go far above and beyond.”
Referring to the company’s Keystone Values – its mission statement – he added, “It’s such a powerful example of what it means to Value People. Whether it’s a stranger in need or one of our own, [Miller has] shown how much of an impact we can make when we take the time to truly care.”
Miller was still a little shaken a day later. The rep has gotten calls for other Keystone-named companies before, but never like this. She’s thrilled with the way things turned out.
“It was laugh or cry, and we’re going to laugh about it now, but at the time it was very worrisome,” she said. “But we did something good. We got a good win. We all need a good story this time of year.”
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