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.
Hellyn Dudley, Concierge
Hellyn (Suites Concierge) is often called the House Mother at Holly Creek. Partly because she is so caring and kind, but also because she has an eagle eye/sixth sense for trouble. If someone is having a hard time (resident OR employee) they know they can stop by her desk and receive not only candy, but a much-needed boost in their day. One Sunday a Memory Care residents decided to take a stroll outside without a team member. Hellyn was on the phone and spotted him thru the window – outside across the street. She quickly notified the RSA’s and they immediately went to him and helped him safely inside. If not for Hellyn’s alertness and close attention to her surroundings, this situation could have turned out very differently. Hellyn demonstrated many of the PROMISE basics in this scenario, but what shines thru in all she does is owning other people’s problems. When she is at the desk and managing/interacting with vendors, visitors, family members, employees, contractors, – no matter who or what the scenario – Hellyn is an advocate for residents. She is their protector. Their problems are her problems. Holly Creek is stronger with her behind the suites desk.