WOW Matters, 5th Anniversary Special Edition
Crysta Brooks, West End Lodge, Beaumont, TX WOWing on the Way Out! I have been speaking to a resident the last few months as their lease was ending and the purchase of their new home was forthcoming. They did buy the home and just recently moved in (paying out the last month of their lease). With both of them working full-time jobs, the transition to the new home has been slow, moving in little by little every week. Last week, during a bad thunderstorm here in Beaumont, the husband lost control of his vehicle and hit the concrete highway divider, almost flipping over into oncoming traffic. The accident left him with broken ribs, broken bones in his foot, etc. The wife came in to the office to pay her last days of the rent and mentioned how they had some things left in the apartment but her husband just totaled out their truck and now has no way to load and transport belongings to the new home, not to mention having to now do it all (from 2nd floor apartment) on her own since her husband is not able. Amanda and her family moved here for her husband’s job last year and have no family in the area to call on. A light bulb immediately went off in my head - I will help this family finish their
move! I ran the idea by my PM, he loved it! I called the resident and asked if it would be ok if West End Lodge paid for a moving company to come out and pack up what was left and move the rest of their belongings to their new home for her. She was speechless! She could not thank me enough and could not believe we would do something like this for her and her family. She posted some very kind words on Facebook about our staff as a whole. Jean Forgus, Regency Park, Longview, TX One of our elderly residents comes to the office every day to purchase a paper from the newspaper stand. The other day he stopped by the office for his routine purchase. He placed the money in the machine and pulled out his paper. To his surprise, he noticed that the paper was from the previous day. Our housekeeper, Jean, noticed that the resident did not look particularly happy so she asked him if something was wrong. He informed Jean that the day was already not going well and this just ‘topped’ it off. Jean took
I love the excitement that WOW brings to Venterra’s culture. I feel privileged to have watched WOW evolve over the past 5 years into what it is today. Whether it was through participating in WOW when I was onsite, or training new employees on what WOW is, or by being able to reward our employees for creating spectacular WOW moments for our customers—my personal journey with WOW has been amazing! The excitement I feel when reading the WOW stories and hearing what our employees are doing to enhance our Customers’ Experience is so refreshing. I am thrilled and honored to be a part of it! Mary Green, Training Manager, Venterra Realty
88