He-ro – a person who, in the opinion of others, has heroic qualities or has performed a heroic act and is regarded as a model or ideal.
Our employees do amazing things every day to help our clients. They strive to go above and beyond to make sure that we take care of our clients. In some cases, our employees do something so extraordinary that we award them our Customer Service Super Hero Award. This week we had the pleasure of giving this award to one of our Care Center Representatives, Jenna.
Last week, while Jenna was working in the Care Center, a signal came in that one of our units had lost power in a client’s home. Our units have a battery back up, but we always call when a client’s unit loses power to make sure that they are okay and to see if they need any help. When Jenna placed the call to this client’s home, she learned that the client’s power had been turned off due to their inability to pay. This was particularly distressing to Jenna as she knew that this particular client was bed bound, on oxygen, and had a host of other problems and three small children in the home. The client explained to Jenna that her husband had tried to get the electric company to turn the power back on but had been unsuccessful.
After talking with the client, Jenna called the electric company and spoke to one of their operators. She explained the client’s situation to the operator and that the client needed electricity because of her 24/7 need for oxygen. About 15 minutes after Jenna made the call, she received a call back from the operator at the electric company letting her know that they had just dispatched a field representative and that they would have the client’s electricity back on that night.
Jenna went above and beyond for this client, and she is an example of what we strive to do everyday at VRI. We provide heroic customer service in order to help keep our clients healthy, safe, and in their own homes.
Be Safe, Live Well.
-Andy
Andy Schoonover is President of Valued Relationships, Inc (VRI), a leading provider of medical alert, medication adherence, and telemonitoring services to the aging and disabled.