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Reggie Brown, Senior Maintenance Supervisor at Hickory Forest and Dandridge, is the recipient of LHPs first Positive Resident Experience (PRE) Leader award. The PRE Leader award recognizes an employee for providing a phenomenal, electrifying and exceptional positive resident experience, and according to his colleagues and residents, Reggie does that and more.

“The residents love him,” says Aleah Shrigley, Regional Property Manager. When Reggie transferred from Hickory Hollow to Hickory Forest, the residents were so sad to see him go they threw him a farewell party!

“Go the extra mile” is one of the essential behaviors LHP’s new customer training program identifies as key to achieving a positive resident experience every day. In Reggie’s case, he goes the extra million miles. For example, he takes it upon himself to learn the different languages spoken at the property, such as Swahili and Arabic, so that he can greet and communicate with residents in their native language.

“Reggie is the epitome of customer service excellence,” says Andy Brinkman, Senior Vice President of Property Management. “He treats everyone—residents, visitors, vendors and coworkers—like they are family.”

That is by design, explains Reggie, and that’s how he “hits the mark” to make a positive resident experience time after time. “If you go to each and every door like your family is on the other side of the door, you will not miss the mark,” Reggie says, adding that he tells the resident the same offering these reassuring words:

“I’m Reggie from LHP and I am here to help. I want it to be nice here and I want you to enjoy everything the same way I would if you were one of my family members.”

Penny Ledbetter, Senior Community Manager, Hickory Hollow Towers, says Reggie is an “outstanding employee as well as human being. The way he takes care of the residents and makes them feel so special is nothing less than amazing. He is very deserving of this honor.”

Congratulations Reggie 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.