Our Culture
E's To Successful Customer Service
Expectations
- We have high expectations of Excellence in
customer service for our residents. - We have high expectations for employee conduct.
- Zero tolerance for patient abuse
- Zero tolerance for harassment of any type
- Zero tolerance for ethical misconduct
- As a campus leader it is your responsibility to communicate our company's expectations to your staff!
- Set high expectations for yourself - you'll be surprised at what you achieve.
Excellence
- We should aim towards being the best we can be for our customers at all times.
Our focus is Customer Service! - Excellence is achieved by having compassion for our residents. You have to love the elderly to work for this company!
- Small things are what create excellence:
- Everyone does the basics
- Pay attention to details
- Go out of your way to help our customers or another employee...your effort will return dividends to you.
Employees
- The Right Employees make the difference!
- Great Physical Plant + Average Employees = Average Facility
- Average Physical Plant + Great Employees = Great Facility
- Employees must work as a team.
- Everyone pulls on same rope... customer service.
- To get everyone on the same rope - communicate!
- Communication must be effective and often
- Communication goes both ways...input and feedback are EXPECTED!
- When employees are treated like royalty, they will treat our customers like royalty.
Empowerment
- Every employee is empowered to improve our services for our customers.
- Entrepreneurial spirit means the most important people in the organization are the people closest to our customers, the caregivers!
- Leadership, Education and training unlock the empowerment door.
Education
- Education happens in many ways in our company
- Starts with employee orientation, in-service and seminars.
- By Example... we teach and train best by being role models of our culture, customer service, operating procedures, etc.
- Training is a personal responsibility that runs on a two way street.
- There is no better way to show your commitment and caring to an Employee through Education and Training!
Earnings
- We have a responsibility to our shareholders to achieve a return on their investment.
- Positive financial returns will allow for re-investment in the facility and its staff.
- Earnings generated in the local market can be returned to the community through taxes and charitable contributions or services.
- We should seek out ways to be a partner to our community, both on a financial and service approach.
We understand financial returns follow great
customer service and not vice versa!
Execute
- Now all we have to do is execute.
- Hard work
- Teamwork
- Compassion
- Communication
- Commitment