> For the complete documentation index, see [llms.txt](https://docs.arborconnect.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.arborconnect.com/the-arbor-way/customer-service.md). # Customer Service At The Arbor Company, we pride ourselves on providing EXCEPTIONAL Customer Service, and we believe that customer service is everyone's business, including YOURS. But what does that mean? For starters, let's define our customers: * Our Residents and their Families * Prospective Residents and their Families * Guests of our Residents and of the Community But we have one more important group of customers: * Each other We want to treat the people we work with every day with the same great service we offer to our residents, families and guests. ## What is great customer service? Think about a time when you received great service. What happened? Did someone go out of their way to help you find an item in a store? Did a waiter correct an order that was wrong? Did a doctor reassure you about a medical procedure that might have been frightening? There are many ways to provide great service. At The Arbor Company, great service starts by listening to your customers and responding with compassion to show that you care about their needs. Working with team members from many Arbor communities, we have developed the Arbor Service Vision to help us stay focused on what matters most. ## The Arbor Service Vision As a community of caregivers, we are here for one purpose: to engage and enrich the health and spirit of our residents. We honor individuality and celebrate each person's unique life through deep connections with our residents, families and team members. We create delightful surprises and meaningful moments within a safe and caring community. **Our people set us apart.** * We hire the best. Families and residents tell us this all the time. * YOU are the best, and we're even better together. * We care about each other, and we care for each other. * Everyone has an opportunity to grow here. **We focus on safety because we care.** * Families choose us because they want their loved ones to be safe. * To care for others, we have to care for ourselves. * When we plan ahead and pay attention, accidents are preventable. **We listen to and learn from each other. We communicate.** * We share information with each other so that we can provide great care to residents and families. * Everyone wants to be heard. We listen with patience and seek to understand. * Timeliness matters. * We are honest and respectful with each other; we don't gossip. **We hold ourselves and each other accountable.** * Said simply: We do what we say we're going to do. We show up. * We're not afraid to have difficult conversations when they're needed. **When we make a mistake, we recover.** * We recognize that things go wrong. * We have a growth mindset. We focus on learning from our mistakes and solving problems. * We apologize and we don't pass the buck. We own the problem, no matter how it started. **First impressions set the stage.** * Look people in the eye. Smile. Shake hands. Let people know you're glad to see them. * Our communities are beautiful. It's up to us to keep them that way. * Like it or not, people judge us by the way we look. **We make deep connections. All the time.** * Our goal is to create meaningful moments. We can't do that unless we know people's stories. * Everyone's story is worth knowing. * Listen more than you talk. Be curious. Laugh. * Find a way to show people that you care about them. * Find out what you have in common with the people around you. **Residents are the center of our universe.** * We make every decision with our residents in mind. * We care for them the way we would want our own loved ones to be treated. * This is their home, and working in someone's home requires a special level of respect. * No two residents are the same, and we adjust to meet each individual's needs and preferences. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.arborconnect.com/the-arbor-way/customer-service.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.