At Towne, service excellence isn’t an aspiration – it’s a commitment. Our approach is programmatic, repeatable, measurable, consistently executed and recognized.
We take our commitment to service excellence seriously and combine the best service-oriented team, comprehensive training and the right standards and tools to ensure we deliver exceptional service and a WOW experience at every touchpoint from arrival through departure.
Our team maintains a neat and professional appearance while ensuring service areas are cleaned and organized. They exhibit a welcoming image through positioning, stance, and demonstrate knowledge of the property.
Towne employees engage using the 15/5 rule: acknowledge guests within 15 feet and engage at 5 feet. They also serve visitors and patients by assisting them with personal belongings, clearly explain services, provide information on local amenities, and much more.
Leaving a lasting impact is important to us. We train our teams to express gratitude at every interaction, provide a smooth transition to the next associate if needed, and conclude interactions with a friendly remark to leave a memorable impression of your location and brand.
The Account Manager Playbook ensures consistent delivery of our One Best Way standards across all locations. It defines responsibilities, processes, and rhythms that cover:
Managers are fully trained, certified, and supported through monthly ongoing training to reinforce practices and drive excellence.
Wide SectionTowne Link is an app that instantly connects team members and managers which allows seamless communication and collaboration. It boosts performance through improved efficiency, training, and resource sharing while empowering associates with access to Towne Health tools, certifications, and information. From filling open shifts to accessing career opportunities and new resources, Towne Link simplifies operations and supports exceptional service experiences for patients and guests.
From first arrival to final farewell, we turn everyday interactions into powerful experiences – turning smiles into success – for our employees, our clients, their customers, and our communities.
As a result, our clients give us a 9.4 out of 10 NPS score.
Learn about how our commitment to service excellence is embedded in our culture and can elevate your customer experience and drive performance.