A random act of kindness from a Shell Everyday Hero
Everyday Heroes” — this is how global power, energy, and gas technology leader Pilipinas Shell Petroleum Corporation sees its forecourt service champions. They are not just the company’s frontliners but, more importantly, they are given the task to ensure that customers leave retail stations with a smile.
Leonard Colo is one such everyday hero who recently performed a random act of kindness for a customer, college student Jordan Dimayuga. It was a weekday, around 9 p.m. when Jordan’s car ran out of gas near Shell Nagtahan station in Manila.
Having no money at that time to have his car refueled, Jordan was set to walk home and just come back for his car in the morning but, worried for his safety, Leonard readily lent his customer P300 so he could gas up. The amount was large for Leonard, who lives in Singalong, Manila, with his family and two of his children.
“I got worried for Jordan. I really got concerned for his safety,” Leonard said. “I have children of my own so I know how a parent would feel if their child is left to walk the dangerous roads at night.”
Three days later, Jordan went back to the station to pay Leonard back. His mother, Twinkle Dimayuga, expressed her gratitude to Leonard for helping her son by commending him to the station’s district manager, Jay Lazo.
“Helping a kid like Jordan in the situation he was in is my duty,” Leonard said. “It’s more than just work for me; I couldn’t just leave him when I know I could have done something to help.”
Having worked at Shell Nagtahan station for over two years now, Leonard has always been a proactive employee. He showed eagerness to learn, communicate with customers, diligently attend to their needs, and consistently honed himself to be a better forecourt service champion.
“At Shell, we call our staff at retail stations ‘service champions’ for good reason,” said Aida Montalbo, the Shell multi-site retailer who operates the Shell Nagtahan station. “We value their hard work and integrity in serving customers and communicate what the Shell brand is all about. Leonard really exemplifies our mantra ‘people make the difference real,’ which focuses on making pitstops more worthwhile for customers.”
Empowering service champions to go the extra mile in doing good service for customers is part of the innovative energy company’s “People Make the Difference Real” program, which promotes excellent customer service and performance and acknowledges retailers and service champions’ contributions to the Shell global organization.
For Montalbo, taking care of service champions is as important as hiring the right people for the job. “I make sure to regularly send them to the ‘Gas Mo Bukas Ko’ (‘You Fuel Our Future’) scholarship program. We also hold leadership and Health, Safety, Security, and Environment (HSSE) trainings. We have always considered our people our asset at Shell. Hence, making them feel secure is important for us.”