A legend is a story that is passed down from person to person or generation to generation. Legendary stories have a hero who performs a good deed or action which sets them apart from others.
We have many employees who consistently "stretch" to serve our residents and the Creating Legends program is a way to recognize those who are "Caught in the Act" of providing Legendary Service, and catching people performing above and beyond their required duties. In this way, our "customers" (supervisors, coworkers, volunteers, residents, or family members) can document the good deeds performed by our staff.
The Creating Legends program is made up of five elements:
Seven Habits of Legendary Service The Seven Habits of Legendary Service are guidelines for providing Legendary Service to our customers -- residents, family members, volunteers, and coworkers. Employees are encouraged to practice these habits as they go about their job each day. Employees who regularly practice the Seven Habits of Legendary Service become Legendary Employees whose deeds and actions set them apart. They are recognized for their Legendary Service and are nominated to receive an award. Read more about the Seven Habits here.
Legendary Recovery None of us is perfect... we all make mistakes. And once in awhile things just happen that we cannot prevent. As a result, we fail to fulfill our mission to provide excellent care and services to our residents and they become dissatisfied and unhappy. We need to make a Legendary Recovery. Sometimes all we need to do is apologize and "fix it" but at other times we need to do a whole lot more. We need to WOW our customers by doing more than ever expected! During orientation and annual in-services, employees receive training on how to identify the severity of the situation and determine what needs to be done in order to make a Legendary Recovery.
Four Disciplines The Four Disciplines are guidelines for employees to follow in determining what action should be taken when they encounter an unexpected situation while performing their job. They are listed below in order of their importance:
Caught in the Act Awards This program is a way we can document our staff who are "Caught in the Act" of providing Legendary Service by nominating them for a "Legendary Service Award". Nominations may be submitted by supervisors, coworkers, volunteers, residents, or family members. To nominate someone who is "Caught in the Act", click here. Recipients are presented an award and become a candidate for the Legend of the Year Award from their community.
Legend of the Year Each year one employee from each of our communities is selected as the Legend of the Year from their community. To be eligible for the award, an employee must have received a Legendary Service Award, or a combination of other Creating Legends awards during the past year and consistently exhibit the Seven Habits of Legendary Service. Candidates are reviewed and selected by a committee at their community. The winners are celebrated at their community and invited to attend the Westminster Services Annual Awards Banquet in Orlando for the presentation of their award. On the following day the recipient and a guest visit one of the Orlando area theme parks with other recipients of the Legend of the Year award.
We have been honoring our employees in this manner since 1998 and the employees just love it! If you would like to nominate someone for a Creating Legends, click here.
Meet the Legend of the Year award winners for 2011 to learn more about this program.
Please join us in congratulating them and help us spread the legend by sharing their stories with your family, friends, and coworkers.