Conference inspires Devereux’s Servant Leadership Champions to create a culture of ‘Customer Service Excellence’
As Devereux embarks on its second year of implementing Servant Leadership best practices, more than 50 emerging leaders gathered for three days of training on how they can help drive these efforts.
Wawa Vice Chairman and former CEO Howard Stoeckel led a discussion at this year’s “Servant Leadership Champions Conference” about his book, “The Wawa Way,” and on building a culture of Servant Leadership.
Members of Devereux’s national Board of Trustees, Lisa McCann, Shaye Schloss and James H. Schwab, Esq., shared their perspectives on Servant Leadership during a panel discussion.
embarks on its second year of implementing Servant Leadership across the
organization’s 13 centers, more than 50 emerging leaders – selected as Servant
Leadership Champions and Champions-in-Training – gathered for three days of intensive
training on how they can help drive these efforts.
year’s “Servant Leadership Champions Conference” – held at Devereux’s
headquarters in Villanova, Pa. – focused on creating a culture of “Customer Service Excellence.” Wawa Vice
Chairman and former CEO Howard Stoeckel,
and conference keynote speaker, led a discussion about his book, “The Wawa
Way,” and explained how Servant Leadership fits perfectly into Wawa’s culture
and Devereux’s. He noted many similarities between the organizations: long
history and strong cultural foundations, as well as a legacy of service.
of Devereux’s national Board of Trustees, including Lisa McCann, Shaye Schloss and
James H. Schwab, Esq., also shared
their perspectives on Servant Leadership during a panel discussion, and stressed
“Customer Service Excellence” as a critical component of Devereux’s continuum
of care, emphasizing the family perspective.
want to thank Howard Stoeckel and our wonderful trustees for leading such energizing
and engaging discussions that will motivate and inspire our organization to
reach even greater heights through Servant Leadership,” said Devereux President
and CEO Carl E. Clark II. “While we
are incredibly proud of what we have achieved since launching our Servant
Leadership initiative last year, we cannot wait to see what we will accomplish
in the year ahead. Our Champions play a significant role in our continued success,
and the work they do is vital to ensuring we put Servant Leadership principles
into practice every day.”
Measuring success; achieving
Devereux rolled out its Servant Leadership initiative in late 2018, the
organization’s annual employee turnover rate at the national level decreased by
10 percent, while the annual turnover rate at its Pennsylvania centers
decreased by 20 percent. Devereux’s goal in 2020 is to decrease the national annual
turnover rate by an additional 4 percent.
the coming year, the organization will focus on creating a culture of “Customer
Service Excellence,” where team members ensure they provide the highest level
of customer service and satisfaction to the individuals and families they
serve, along with key external partners, and each other.
is a difference between ‘good’ and ‘great’ customer service. At Devereux, we
have never settled for ‘good.’ We continue to advance forward, striving to
ensure our individuals, families and staff feel valued and supported,” explained
Devereux Senior Vice President and Chief Operating Officer and Servant
Leadership Executive Sponsor Dr. Rhea
Fernandes. “Our ability to define and embody the highest level of customer
service in our industry will not only allow us to achieve all of our strategic
goals, but also significantly advance the field of behavioral healthcare as we
help change lives for those living with emotional, behavioral and cognitive
differences. Our Servant Leadership Champions and Champions-in-Training are an
integral part of this process, and have the skills and passion to take Devereux
to the next level in Customer Service Excellence.”
Champions share their feedback
Servant Leadership Champions and Champions-in-Training said they felt re-energized
and empowered by the conference as they returned to their respective centers,
ready to support the organization’s efforts to foster “Customer Service
“Our customers are central to everything we do,
and as servant leaders, it is important to recognize their value. After
listening to Howard Stoeckel, I see similarities between how Devereux aims to
provide exceptional customer service and how Wawa built its brand on creating a
culture of customer engagement, and by investing in its employees.”
– Devereux Pennsylvania
– Adult Services Program Administrator Kirk
“The questions-and-answer session with our
trustees made me realize how important it is to improve our overall
communication efforts. Customer service is not only a necessary component of
our communications with our families and guardians, but with all customers, both internal and
external. Incorporating Servant Leadership into our daily tasks will help
improve our overall customer service experience, resulting in a more engaged
staff that can better support one another and, most importantly, the
individuals and families we serve.”
– Devereux New York
Quality Management Specialist Marcella
“The conference was a true testament to the
power of Servant Leadership. One of my biggest takeaways was the realization
that we are all part of an amazing team. There are so many remarkable people –
all willing to help make this project a success. Creating a culture of ‘Customer
Service Excellence’ is something that every
person at every center can get
involved in and feel good about.”
– Devereux Connecticut
– The Glenholme School Digital Media Specialist Robert Fappiano
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