PROMISE Stars live out these customer service principles: Personalize interactions, Respect each person, Own each person’s problem as if it’s yours, Make everyone’s life better, Invite people to connect and Exceed expectations.
Life Enrichment Associate – Cassie Strade
It was a quiet Sunday, and a team member was working her first solo shift in Admissions when a nice man stopped by wanting a tour of the community. He was looking for memory support for his father. Since this was the team member’s first tour, she still had a lot to learn and understand about the community. While touring memory support, the son started asking more in-depth questions about the care in memory support and how the activities are held. Just as he was asking questions, Cassie came up and introduced herself. Cassie, knowing the team member was new spent time talking with the son. Not only did Cassie answer the questions he had, she talked about the camaraderie the staff exhibits, the individualized care the nursing staff provides, the friendships that are created with residents, and some of the activities the residents enjoy. Cassie talked about the importance of individualized care and how getting to know residents needs and learning their “simple pleasures” help create a positive, comforting environment. Cassie helped the tour member have a successful first tour. She not only impressed the prospective family member, she made the new team member feel excited to be a part of such a wonderful community. Thank you, Cassie!