Supporting Susie


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Teammates of the Customer Solutions Center team in Dallas with some of the signed blue ribbons for their teammate Susie Crosby.

In January, the unthinkable happened for Dal-Tile Customer Solutions Agent Susie Crosby. She went from being fine at work one day to paralyzed in a hospital intensive care unit the next day.

Susie was diagnosed with Guillain-Barre’ Syndrome (GBS), a rare but serious autoimmune disease that affects the nervous system. After she let her close-knit team know about it, they knew that they wanted to do something for their well-known and well-loved colleague.

“Susie is just one of those people,” Customer Solutions Agent Tom Finger said. “You talk to her once, and she becomes a friend. She’s a real, genuinely caring person. If the shoe were on the other foot, she’d be the first person in line to support and help anybody else. We just wanted to help her while she’s fighting through this.”

Finger said that the team decided to share their support for Susie by writing messages of hope on blue ribbons, which are an awareness symbol for GBS.

“Our group is small, and we look at each other more like family,” Customer Solutions Agent Arnitra Solomon said. “When this happened to Susie, it didn’t only affect her. It affected all of us. We were just trying to do anything possible to make it better.”

Signing ribbons, sending wishes for recovery

Word about the ribbon project for Susie spread quickly. The team found themselves sharing blue ribbons throughout the Dallas Headquarters campus and with Dal-Tile team members in other states, many of whom had not met Susie in person but knew her from phone interactions.

The result of this outpouring of concern was a book of ribbons containing more than 200 signatures and messages of hope. Susie’s teammate and fellow Customer Solutions Agent Teresa Monico hand delivered the book to her at the hospital.

“She cried. Her daughter cried. I cried,” Monico remembered. “It was such a special moment for her to look at the book and see all messages and signatures for her. She was overwhelmed by it.”

Susie’s condition continues to improve, and she was recently moved to a rehabilitation center where she will receive specialized care as she recovers.

“The family has expressed that all the support people have given — through phone calls, ribbons and emails — they definitely appreciate it,” Finger said. “Her daughter says Susie lights up every time she hears about it. We’re going to keep on sending that love and support. It really does help.”

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Crosby (at left) was featured in a July 2018 article of The Scoop with Customer Solutions Center teammates (left to right) Bruce Hall, Finger, Mark Dupree and Monico.

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