We've talked a lot about taking the tenets of the HEART model and making them TANGIBLE for your team members. Here's a challenge to do so right here and now!
One of the tenets of Presby's Service From the HEART is Take Responsibility and Go the Extra Mile. Please make comments below this post and give me TANGIBLE examples of this tenet. For instance,
"We take responsibility and go the extra mile when we answer the phone and ensure the intended receiver is reached and responds to the call - even checking back later to be sure they got the message and spoke to the other party."
If you take this challenge and comment on this post by December 5, 2010, your name will be entered in a drawing for a $5.00 Starbucks card so be sure to put YOUR name below the post.
Please complete the following sentence with concrete, tangible examples: "We Take Responsibility and Go the Extra Mile when we....."
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We take responsibility and go the extra mile when we... address a resident's problem, even if it is not something that we can solve ourselves. Communicate with that resident on their current problem and get all of the facts. Once you have all of the facts, let the resident know that you can contact the department that deals with these issues. After the department has been contacted, go back and inform the resident that you have addressed their problem to the appropriate department and that they will be in contact with them shortly. Make sure you do a follow-up a day or two after the incident to make sure the resident's problem has been resolved.
ReplyDeleteWe realize that housing for the aging community is limited. When someone calls our facility we feel it is incumbent upon us to help direct them to available housing and in some cases to other services that may help. Example: We had a call from a family about an elderly gentleman who lived in our community. We sent an application and while doing our routing home visit was lead to believe that this man had a criminal history.
ReplyDeleteAfter securing the proper permission we ran a criminal background check and found out he had an extensive history. We knew we would not be a fit but want to help him and his family find a solution. We call our county AAA to find out if the Dom care program was still available. It was so along with a list of some in home services we also call the son and explained the Dom care program and how he could get more information and where to go for future help. We have since heard back from the family and they were very happy that we went that extra mile. My staff are always looking for opportunities to advocate and I am alway proud of their efforts.
Excellent example Paula...and way to go on being the first to step up and post.
ReplyDeleteSo the concrete, tangible standard is "we go out of our way to help everyone who calls our facility find the services they need, whether or not affordable housing is a fit" - and then you backed it up with an excellent example.
Great job! These are just the kinds of conversations leaders should be having with their teams in the Heart to Hearts.
We recently had an inquiry from a couple who resides in State College PA visiting friends in Philadelphia and were researching retirement communities. Rosemont's name popped up in their google search and they contacted our Marketing Director, Vicki Kriczky, to find out more about the community. When Vicki called them, they said they'd like to come down for a visit sometime and arrangements were made. Talk about going the extra mile. The couple took a bus from State College to Harrisburg. From there they took the train to Paoli. Vicki picked them up at the train station in Paoli so that they could get a tour of the surrounding area. Vicki treated them to a Main Line tour complete with two Presbyterian Churches where they might become members if they move to this area because she knew this was important to them. Once at Rosemont Vicki gave them a complete tour of the community. Vicki arranged for them to freshen up in a furnished model apartment complete with beverage service and snacks provided by Dining Services. She had made prior arrangements for them to dine with a couple who lives in the community and when she took them up to meet them, they in turn had invited several other residents for pre-dinner wine and cheese. After dinner Vicki drove them back to the train station for their journey home (they were going to stay overnight in Harrisburg and visit with family).
ReplyDeleteThis is a real example not only of taking responsibility and going the extra mile (literally) but also paying it forward where the residents Vicki made dinner arrangements with also extended their hospitality and made the experience extra special. the concrete tangible standard is that we go out of our way to make a visit to our community as comprehensive and memorable as possible.
We take responsibility and go the extra mile when a resident asks us to please fix their window because it is not shutting and is letting cold air in. We find out that we cannot fix their window but, we inform the resident that we will contact the appropriate department to come up and resolve their problem. Once leaving the resident's room we contact that department and communicate to them about the resident's issue. After communicating with the maintenence deapartment, we go ant let the resident know that their concern has been addressed and will be taken care of shortly, but we would not stop there! We would go and check to see that the resident's problem was resolved and also to ask if there is anything else that we could do for them.
ReplyDeleteDana and Joe,
ReplyDeleteBoth GREAT examples. Vicki certainly did go the extra mile!! What a great example to share at your Heart to Hearts.
Joe, terrific! You go the extra mile by ensuring that a resident's maintenance issue is resolved, even if you have to find someone else to resolve it. Bravo for remembering the follow up!
Good job all.
Looking forward to more tangible examples from other bloggers.
Thanks Joe, Paula and Dana for commenting on this post! Great job with your answers. Keeping these conversations alive with your team members will help them remember how to take responsibility and go the extra mile when these situations arise.
ReplyDeleteAs promised, I put your names in a hat and drew one to win a Starbucks card. Dana - congratulations and enjoy your trip to Starbucks! Michelle Bryk will be sending that along to you soon.
Congratulations Dana! And a special thank you to Dana, Joe and Paula for their posts. It is by taking the time do go beyond our "normal routine" that makes a great customer service experience truly stand out.
ReplyDeleteLet's keep up the energy in 2011!