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.
Sometimes it takes a Village
The Holly Creek residents were excited to attend the 2nd Annual Artful Aging event at St. Andrew United Methodist Church! There was so much excitement, the residents filled every seat of the largest community bus (20 residents)! As Cathy Pesola, Transportation Specialist at Holly Creek was driving the bus in rush hour on Colorado Blvd and County Line, the bus died and there was no power to even turn on the emergency lights. Cathy rallied the residents to help and they jumped into action. One resident directed traffic around the bus while other residents helped Cathy set out the emergency warning triangles. Immediately after the bus died, two CLC associates were driving by and noticed the congested traffic. Once they realized it was “one of our own”, the associates, including our new Donor Relations Coordinator Paige Parker, stopped to help with the situation. Paige and others filled their cars with residents and took them to the event so the residents wouldn’t miss the show. Several trips were made back and forth from the bus and the community to ensure everyone attended. Erin Hudnall, Life Enrichment Associate at Someren Glen, was also driving a bus of residents to the art show and saw the trouble ahead. She took the remaining residents to the event and everyone arrived safely. Kristen Zeid, Director of Therapy, also stopped to help people off the bus and into cars. Last, but not least, Bill Parker, Transportation Supervisor, was called and he quickly came on scene to call the tow truck and stayed with the bus until the tow truck arrived two hours later! What team work and demonstration of “Owning” the problem.