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Signature Service Sets Trover Apart

June 21, 2005

Pictured here, Steve Ayer, Security, helps out a customer on a rainy day. "Most people are not here just because they have nothing better to do. They are here because they have a friend or a loved one that needs medical treatment," says Steve. "They might be in a situation where they behave in a way that is out of character for them. They need someone who is non-judgmental, someone to just give them a friendly smile. That's where I come in. I always try to put myself in their position and treat them as I would wish to be treated." Now that's signature service!
Pictured here, Steve Ayer, Security, helps out a customer on a rainy day. "Most people are not here just because they have nothing better to do. They are here because they have a friend or a loved one that needs medical treatment," says Steve. "They might be in a situation where they behave in a way that is out of character for them. They need someone who is non-judgmental, someone to just give them a friendly smile. That's where I come in. I always try to put myself in their position and treat them as I would wish to be treated." Now that's signature service!

Some organizations provide indifferent, average or good customer service. A few provide great customer service. And then there’s another category—signature customer service. That’s where an organization’s customer service is distinctly its own, with a signature style that immediately sets it apart from competitors. That is what we strive for everyday at Trover Foundation. Customers appreciate signature service. Can you create a signature style of customer service?

Attitude at Altitude
At any given time during a trip with Southwest Airlines their signature service reminds you you’re flying with them. Their friendly demeanor and tennis shoes, at the counter, at the gate, on the plane, signals you’re with Southwest. The humor they employ, at the gate, over the in-flight intercom, and in their wonderful commercials, reminds you you’re partnering with the fun folks at Southwest. That’s signature style and it’s memorable, meaningful and profitable. It’s more than just peanuts.

Name That Tune
Nordstom’s signature service is distinctive in a different way. The piano music in their stores, their demeanor and their willingness to ‘make it right’ for their customers set a tone that comes through at any of their stores worldwide.

The Mouse that Roared
Ditto Disney with its emphasis on happy guests and magical moments that delight their customers throughout their Disney experiences. Their goal is to make every Disney experience a pleasurable one. Thus smiles and friendliness proliferate. You may be in Anaheim, Orlando or Euro-Disney and the experience will be the same.

It’s Time To Sign On
We strive everyday to provide top-quality health care to our patients. So, how will your signature service help set Trover Foundation apart? What unique ways can you serve the needs of your patients? How can you create a service dimension that signals to patients that they’re your patients, to be cared for in a unique fashion? Will it be the care and attention to your communication with them, the style and manner you interact with them in person, the aftercare you provide, or some other method? Express your commitment to patients with your signature service!

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