Jeni Nussbaum and Sergio Cortez
When Jeni got to work on Friday, March 13, and saw that Doyle Chester hadn’t delivered his load the night before, a red alert popped into her brain. Doyle was never late on his loads, and if he knew he would be, he always called in about it. This was unlike him. She called him as soon as she noticed the discrepancy, but Doyle didn’t answer. Jeni left a voicemail asking about the situation and hung up the phone. As she hung up, more alarm bells went off. This was unusual. Doyle always answered. He always answered, and he always delivered his loads on time. Something was wrong.
Half an hour later, Jeni still hadn’t heard from Doyle, so she tried calling again. Again, she was sent to voicemail. At this point, Jeni’s internal alarm system was blaring. She knew Doyle. Something was very wrong if he wasn’t answering the phone or sending any updates on his route. She decided to take matters into her own hands, and made a few more calls, trying to figure out how to reach him. After checking Geotab, she noticed that another Nussbaum driver, Sergio Cortez, was very close to where she could see Doyle was located. Jeni called Sergio and explained the situation and her concerns. Sergio was just 10 seconds from the exit he needed to take to reach where Doyle was parked, and he immediately took the exit, following Jeni’s instructions on how to find him.
As Sergio approached the truck and saw no signs of movement, his concerns grew. He cautiously unlocked the truck and found Doyle in the middle of a stroke. Sergio immediately called 911 to get help, making sure Doyle was as comfortable as he could be where he was at. He then contacted Doyle’s wife to update her and stayed with Doyle until paramedics arrived on the scene, maintaining a calm sense of control.
Jeni’s internal alarm bells and follow-up on her instincts, and Sergio’s selfless detour to check on Jeni’s concerns, saved Doyle’s life. He had spent the night in his truck, unaware that he was having a stroke and unable to communicate or call for help. Both Jeni and Sergio trusted their instincts and acted intuitively, urgently, and compassionately. Because of them and their knowledge of Doyle’s usual habits, Doyle was not forgotten, received the care he needed, and is now in recovery.
Doyle would like to profoundly thank both Jeni and Sergio. He would like Jeni to be nominated for the highest level of internal recognition possible for her life-saving instincts. Her quick thinking and actions are what ultimately saved his life.
He would also like to recognize Sergio for his care and compassion in a life-threateningly serious situation. He describes him as a ‘saint’ and ‘superman,’ a true example of loving your neighbor.
Thank you to both Jeni and Sergio for your care and compassion for a fellow employee-owner. You are true angels in disguise!
Want to nominate someone at Nussbaum for an “Own It” Moment? Send your story to esop@nussbaum.com.
