Our Culture
Customer Service Moments - July 2008
is month we celebrate the 4th of July and cherish the independence and freedoms we enjoy in this great country. We are pleased to share several Customer Service Momentst feature Campus associates that were Empowered to enjoy another kind of freedom…the freedom of providing service above and beyond their work responsibilities that lead to Excellence in Service for our Customers!
Angie Loveless, RN a valued nurse that truly Pays Attention to the Details and by doing so provided a great example of a Customer Service Moment. While passing medications Angie listened to a resident tell her roommate how she made fried potatoes in the morning when she was at her former home and had a donut with her coffee on the weekends. The resident went on to say how much she missed her weekend donuts and would do nearly anything to get a plate of the delicious home cooked potatoes. Angie took it upon herself to make the resident a generous helping of fried potatoes and brings her in donuts every weekend…and has done so for the past two months! Angie truly feels the small details make the difference. Thanks Angie, and thanks to Todd Maki, Executive Director at Amber Manor Care Center in Petersburg, Indiana for submitting this Customer Service Moment!
Jaime Errett, Director of Resident Programming, is constantly looking for ways to keep our residents’ lives full and rich and to keep them connected to relationships and people that are important to them. One of our Health Center residents has a debilitating disease. The progression of this illness has made it increasingly more of a challenge for the spouse to transport the resident outside of the Campus. Jaime was in tune with this service need and arranged to transport the resident and spouse to Sunday morning worship services at their church in town. Jaime did this on his own time and on his Sunday off. Jaime and his wife stayed and attended the service with the resident and spouse. The visit to church was a deeply emotional reunion for our resident who was overwhelmed by the reception received from his fellow parishioners. Tears of joy flowed freely. Church services in the campus are much anticipated and enjoyed by our residents, but many of our residents count the lost connection with their church family as one of the greatest disappointments that their illness brings. Nothing could duplicate what Jaime did. Thanks to Jaime’s compassion and deep desire to bring happiness to others. This resident and spouse are only two of a multitude of Forest Glen residents and family members that consider Jaime a dear friend. Jaime personifies the compassionate pursuit of excellence! Thanks Jaime, and thanks to Mike Lacey, Executive Director at Forest Glen Health Campus in Springfield, Ohio for submitting this Customer Service Moment!
Annette Kern, AP/Payroll, recently went above her normal duties to assist one of our residents who loves to be outside, especially this time of year….she tells us that she is working on her tan! Everyday as the resident passes the Business Office she has a pleasant exchange of greetings and news of the day. The resident must have mentioned that the sun was bothering her eyes because just the other day I entered to find the resident and Annette giggling and chatting as the resident was trying on several pairs of sunglasses that Annette had purchased for her. The resident loves sparkly, “Hollywood Style” things, so Annette chose a few different pairs of glasses that she thought might be fitting. They had a nice time trying on first one pair and then another, making comments about each pair and enjoying the occasion. I know the resident truly appreciated the glasses but I am just as confident that she appreciates the time and friendship that Annette offers her daily. Thanks Annette, and thanks to Cindi Lents, Executive Director at St. Charles Health Campus in Jasper, Indiana for submitting this Customer Service Moment!
Lori Clark, Dietary Cook, responded after midnight recently when our community had a tornado warning and had to move all of the residents into the hallway. Lori Clarke came to the Campus from home to help out anyway she could. Lori passed out blankets, went into the kitchen and made up a refreshment cart and served all of the residents. Lori helped to keep the residents calm and then stayed to help them back into their rooms once the warning and bad weather passed. When I reported to work, many residents approached me commenting not only on Lori's dedication to resident safety, but to the overall caring and calming approach the staff exhibited during this potential time of crisis. Thanks Lori, and thanks to Kevin Craig, Executive Director at Forest Park Health Campus in Richmond, Indiana for submitting this Customer Service Moment!