Customer Service Moments

August 2010

 Excellence in Customer Service accompanies great employee attitudes and engagement with residents, visitors and other staff. This month we’re happy to share the following true life stories about employees who have demonstrated a great attitude of service and accordingly have created meaningful life experiences for the customers they serve.

Linda Fulling, RN, and her husband have been gracious to let our residents use their lake for two of our "Annual Fishing Trips”. Linda and her husband provided great customer service along with 10 additional family members that helped out! Not only did they assist the residents by baiting their hooks and removing the fish off the lines, but they even grilled food for the residents' lunch. Our residents also enjoyed four-wheeler rides around the lake and farm that Linda and her family provided. We are grateful to Linda for being such a super sport...even on her days off from work!

Lisa Rosebrook, CRCA, was keenly aware that one of our residents was celebrating his birthday. When Lisa also discovered that John used to raise Pomeranian puppies, she called her daughter who came in and showed her dogs to this resident. Tears were in his eyes as Lisa's daughter brought in the dogs. It was a very touching moment for everyone and demonstrated Lisa's efforts to go the extra mile in sharing her life with our residents. Thanks to Lisa for caring!

Ernie Weaver, DFS, continually goes above and beyond in Customer Service. We recently had a "Home Again" resident discharged after staying his 100 days. During his recovery here with us, the resident always raved to Ernie about how good our fried chicken was and how much he would miss getting to eat it after he went home. At our recent Sunday brunch, we had fried chicken. Ernie remembered what the resident said, boxed up a plate and drove it to the resident’s house to surprise him. Needless to say, the resident was thrilled!!

Jenny Deeds, STNA, was recently caring for a resident who was passing. The resident and spouse have been with us for the last three years. The attending physician had given this resident just a week to live, so the family and friends were at his bedside most of each day. Jenny was caring for this couple, but it was her time to clock out. Jenny clocked out but then came back to sit by her good friend’s bed and hold the resident’s hand and comfort and assure the resident he was loved. Jenny stayed about an hour and was able to be with the resident just moments before he passed. Jenny’s selfless act of friendship and compassion is what Richland Manor is all about! Jennifer has been an STNA here for 28 years. She is wonderful and loves her residents and families. We appreciate her caring and compassionate spirit!

Kim Mitchell, CNA, granted one of our residents a wish. Kim wrote to Jeff Gordon's fan club and requested his picture and a letter for the resident. After Kim received the picture and letter, she framed the picture and presented it to our resident. The resident’s face lit up like the 4th of July as she kissed Jeff’s picture. The resident’s wish was truly granted as she now is able to see Jeff Gordon everyday! Thanks Kim, for your customer service and thoughtfulness for this resident!

Melanie Cole, CNA, was caring for a husband and wife that arranged their room so their beds could be together with a beautiful bedspread over both beds. They were a very close couple and would hold hands while taking a nap. The husband recently passed and the wife did not smile much since his passing. Recently while I was at the nursing station, I heard two voices singing as they came down the hall to the dining room. I soon saw who was singing; it was Melanie and the wife singing every word to the song “Who’s Sorry Now”. The two of them never missed a word of each verse. At the end of the song Melanie and the resident laughed as they sang in harmony and exaggerating the words “Who’s Sorry Now”. It sounded like a Broadway production! The resident had a smile from ear to ear. When I met up with Melanie I asked her how she knew every word of that song. Melanie said she knew the resident loved to sing that song so she went home and looked up the song online and memorized the words so she could sing it with the resident. The resident loved that someone else knew all the words to her favorite song. Thank you Melanie for an outstanding customer service moment!

Katie Clark, Environmental Services Assistant, has been providing several of our residents with personal items. Each month, Katie buys one of our residents his favorite deodorant, another resident mouthwash and another a can of soda pop each day. Katie also brings lotion and magazines. She is a blessing to these residents and to her co-workers. Katie is always smiling and ready to help out. She also carries extra change in case a co-worker needs it. Right now she is making sure everyone (residents and staff) has plenty of water/juice because of the heat...she is a great employee!