Our Culture
Customer Service Moments - April 2008
Employees who have a passion to be the best and who demonstrate compassion for the residents, families and their fellow employees continually provide great Customer Service Moments! In addition, Employees who know what our values are and can match those values to the task at hand are more likely to want to provide a superior level of customer service. We are honored to recognize three associates that have combined their compassion and want to attitude for Excellence in Service for our Customers!
Megan Mull, Activities Assistant at Genoa Retirement Village, recently went beyond the call of duty when a local clergy group cancelled their Easter services at the Campus. A number of staff members tried unsuccessfully to find someone to provide the Easter service for our residents. Megan Mull took on this task and volunteered to present the Easter sermon! Megan spent three hours of her own time with her uncle who helped her prepare the sermon, and then presented it to the residents. We had so many compliments about how wonderful of a job she did. People were impressed that Megan spent so much of her own time off the clock to make sure the sermon was just right and that the residents enjoyed their Easter service! Megan is an exceptional employee who went above and beyond and we are proud to have her on our team! Thanks Megan, and thanks to Jo Lewton, Executive Director at Genoa Retirement Village in Genoa, Ohio for submitting this Customer Service Moment!
Ashleigh Hughes, LPN is a wonderful nurse on our largest unit who works as the single nurse most of the time. The kindness and compassion that she shares everyday with the families and the confused residents is remarkable. We have one resident who is confused most of the time but she knows Ashleigh's name because every night Ashleigh spends time holding her hand letting the resident know she is safe in her care. She does this with several confused residents every night. Ashleigh never gets overwhelmed or upset. She just graduated two years ago and has worked for Richland Manor both of these years. She is a wonderful shining star as some of the residents call her their “angel”. Ashleigh takes time with the residents and thinks of others first and even volunteers to work extra when needed. Ashleigh always has a smile for everyone and is a nurse who truly gives her all. Ashleigh’s fiancé is being transferred to Florida in June and she told me recently with tears in her eyes that she would be moving. The knowledge and the love behind her eyes for the residents she cares for every day will truly be missed. Thanks Ashleigh, and thanks to Pam Bloomfield, Director of Health Services at Richland Manor in Bluffton, Ohio for submitting this Customer Service Moment!
Barb Robertson, LPN, is always doing many extras for our residents, but a recent gesture stands out quite nicely. One of our long-term residents had a dentist appointment scheduled and her family member always attends the appointment with her. As is very common, the resident is afraid of the dentist so the family member goes to help and calm the resident. On the evening before the appointment, a conflict came up and the family member could not attend, causing the resident to be very upset and worried. The resident refused to go without someone to accompany her. Barb jumped to the rescue, even though Barb had the next day off and had an appointment of her own scheduled. Barb was kind enough to cancel her appointment and volunteer to go sit with her at the dentist office! Barb spent three hours of her day off, helping this resident which is truly an example of exceeding customer expectations! Thanks Barb, and thanks to Kelly Daugherty, Executive Director at Covered Bridge Health Campus in Seymour, Indiana for submitting this Customer Service Moment!