What I Do Matters
Service Excellence
Presbyterian Villages of Michigan (PVM) is committed to provide excellent services to the elders we serve, their families and to each other. The vision of Service Excellence at PVM includes service excellence standards for all employees to show our commitment to be a great place to live and to work. The purpose of these standards is to support continuous improvement in the service PVM provides. The service standards of excellence are built on four core values: Respect, Relationships, Listening and Accountability. These values serve as a standard against which every action and thought can be measured and supports a culture where team members can share their best work, their gifts and talents.
It Matters That I...
- Provide undivided attention
- Maintain eye contact
- Am aware of non-verbal cues
- Am engaged and in the moment
- Am open and display patience
- Am sincere and acknowledge feelings
It Matters That I...
- Show sincere interest
- Embrace the team concept
- Assume good intentions
- Foster positive partnerships and share resources system-wide
It Matters That I...
- Follow through on commitments
- Take ownership of concerns and complaints and provide solutions
- Recognize how my actions impact others
- Lead by example
- View mistakes as learning opportunities
- Return phone calls and email in a timely manner
It Matters That I...
- Value others' opinions
- Treat others the way they would want to be treated
- Respect privacy and confidentiality
- Practice patience and understanding
- Act as a good steward of resources and the environment
Shining Star
The Shining Star award recognizes Presbyterian Villages of Michigan (PVM) employees who exhibit The PVM Service Standards of Excellence. Employees and leaders may nominate any PVM employee or leader.