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Troy Rachall

John Sevier Center Maintenance Supervisor Troy Rachall has been named a PRE Leader, an award which recognizes an LHP employee for providing exceptional customer service. Troy has been at the property for less than a year but has already earned the respect of residents and fellow employees through his friendly approach and willingness to help anyone with anything.

“The residents rave about him,” says Andy Brinkman, Vice President of Property Management, adding they appreciate that Troy takes the time to listen to their concerns and ensures maintenance requests are handled in a timely manner.

Troy is the first to volunteer to stay late or come in early, says Claudette Thompson, Regional Property Manager. He’s also very knowledgeable about John Sevier, she says, and he comes up with unconventional solutions when needed.

“Troy is an amazing maintenance supervisor. He cares about the residents and the staff. He goes out of his way to make everyone more comfortable in their home,” says Susan Charlton, John Sevier Community Manager. “LHP is lucky to have Troy on staff!”

What is the secret sauce in his customer service? Patience and communication, says Troy, explaining that we all want to provide perfect service and to fix problems on the spot, but in some situations, such as when a part is back ordered, it is impossible. That’s when compassion and a listening ear become important tools.

“I let the resident know exactly what has been done and I give them as much information as I possibly can,” says Troy. He also checks back with them frequently to keep them in the loop and to let them know the issue will be fixed.

“You do the best you can,” Troy says. “We make mistakes, but in our trade, mistakes are what we fix!”

Congratulations Troy for being named a PRE Leader! You will receive a $100 gift certificate and our grateful appreciation for all that you do to create positive experiences for everyone you encounter. Thank you.

Providing a positive experience for every resident is our top priority! Do you know someone who deserves to be recognized as a PRE Leader?

All employees are eligible for the PRE Leader award and all are welcome to nominate another employee for the award. To nominate someone for the award, complete and submit the form which is located here on Paylocity.