Customer Care Cards hope to make every touchpoint a trustpoint

BETTER TOGETHER

by David Norvell

GRF Executive Director

Every interaction matters. How we serve you today helps build the community we all share. In February, we quietly introduced something small—but meaningful—across our community: a Customer Care Card that staff now provide when they have direct contact with a resident.

You may have already received one. The card is simple by design. On the front, it reads: “Touchpoint to Trustpoint “Every interaction matters. “How we serve you today helps build the community we all share.”

It also includes space for the staff member’s name, department, and the date of the interaction.

On the back, it says: “Your experience matters. “If you would like to share feedback about this interaction—positive or constructive—please let us know. “Your input helps us: “• Recognize great service “• Improve our processes “• Strengthen trust between residents and staff” It then provides three easy ways to share feedback:

• Email: info@lwsb.com

• Phone: 562-431-6586

• Online: LWSB.com/contact Why We’re Doing This

A community of 6,608 homes isn’t built only through policies and projects. It’s built through daily interactions—at the gate, on the phone, in the field, in the office.

Those moments are touchpoints.

When handled well—with professionalism, courtesy, and clarity—those touchpoints become trustpoints.

This card reinforces three important principles: 1. Accountability: You know who assisted you and when.

2. Visibility: Excellent service can be recognized.

3. Improvement: Constructive feedback helps us refine training and processes.

This initiative supports our broader effort to strengthen service culture across departments. We have begun investing in customer care training and reinforcing a simple standard: every interaction reflects the community we all share.

What Happens to Your Feedback?

Feedback is reviewed and

shared appropriately:

• Positive feedback is used to recognize team members and reinforce service standards.

• Constructive feedback is reviewed for coaching opportunities and process improvements.

• Patterns are analyzed to help us improve systems—not just individuals.

This is not about faultfinding. It is about continuous improvement and building confidence.

A Process That Will Continue to Improve We rolled this out in February, and like any new process, we will continue refining it. We will evaluate how feedback is tracked, and how recognition and improvements are communicated back to the community.

Small systems, done consistently, change culture.

A smile at the gate. A clear explanation at the counter.

A timely follow-up call. A respectful conversation during a disagreement.

These are not small things. They are the building blocks of trust.

If you receive a card, we encourage you to use it. Let us know when service is excellent. Let us know when we can do better. Both matter.

Because every touchpoint is an opportunity—and every trustpoint strengthens the community you all call home.