We encourage our employees to provide Customer Service Excellence and exceed the expectations of every customer! Check out some of our Stars!
When the family of resident Jeanne S. stopped by the Life Enrichment office asking where all of their mother's neat Cubs merchandise had come from, we quickly found the culprit! It turns out that Rebecca Green, Life Enrichment Assistant, knowing what a HUGE Cubs fan our Jeanne is, planned a little surprise for her. Rebecca contacted the Cubs Fan Club and told them what a huge fan Jeanne was and how excited she was that they had won the World Series. The Fan Club immediately responded with a huge box of memorabilia that included a Thank You note, a T-Shirt, pictures, posters and a beautiful Cubs blanket that they mailed to Jeanne directly! Jeanne and her family were thrilled with the Cubs items and very appreciative of Rebecca’s quiet actions that resulted in such excitement and joy. Thank you, Rebecca, for showing such thoughtfulness and care, and thank you to Gail Baldwin, ED at Cumberland Pointe Health Campus for submitting this Customer Service Moment!
AP/Payroll Coordinator Suzanne Kearney does so much more than her job title implies. She has a true Servant’s Heart and it really shows when it comes to serving our residents. One weekend while she was working, a resident wanted to play chess – so what does Suzanne do? She went home on her lunch break to bring in a chess game for him! Most recently, Suzanne displayed her Servant’s Heart when the campus popcorn machine went on the blink. Suzanne didn’t hesitate: she brought in her popcorn machine from home for the campus to use until we had ours repaired! These are just small examples of the things she does on a daily basis for our residents. Suzanne also ensures that she is available to transport residents back to their rooms after meals, and never hesitates to stop by a resident’s room, just to listen to their concerns. She also serves as our guide when we go on field trips! Thank you, Suzanne for giving us an excellent example of what it is to be a Trilogy Employee, in every sense of the word! And thanks to Amorette Renwand, ED at Wellbrooke of Kokomo in Kokomo, IN, for sharing this wonderful Customer Service Moment.
Melissa “Missy” Rose, Environmental Services Associate at The Oaks at Woodfield in Grand Blanc, MI, does so much for her residents and never expects acknowledgment in return. But we noticed, Missy! Here’s what others at the campus had to say about her excellence in service!
“Missy is always doing something for residents that most people don’t know about. This is a photo of her helping lead an activity she found online!” – Amanda Larr, Director of Environmental Services
“Missy in Environmental Services is always sharing her creative ideas with our Life Enrichment Department. One of her ideas this winter was a “kissing ball” composed of pine branches and beautiful ribbons that the residents could hang in their rooms or on their doors. Missy went above and beyond just sharing the idea—she volunteered to come in on her day off to make these lovely creations with the residents! Missy is a shining light for our residents and they know they can rely on her and her excellent customer service. Thank you, Missy, for your servant’s heart!” – Alyssa Spicer, Life Enrichment Director