Nearly everyone that walks through the doors of the Gov. Juan F. Luis Hospital has had some point of contact with Louise Milligan, touch point person, customer relations representative, and gift shop manager.
She offers smiles, kind words, assistance, compassion and hugs for staff, the public, and patients who walk through the lobby where the gift shop is located. She says she loves everyone who comes through the hospital doors. If she sees someone in a wheelchair needing a hand, she is there. If someone looks lost, she steps in and gives directions.
“I keep my eyes open for those in need,” Milligan says.
She began her service at the hospital three years ago, volunteering in the gift shop. Eventually it turned into a paid position. She does sales, ordering, stocking and even custom designs all occasion gift baskets, that she says she will gladly deliver.
Xaulanda Simmonds-Emmanuel, vice president at JFL, says the hospital staff wishes it could clone Milligan. Everybody loves Milligan, she said, calling her an excellent point person.
“We have a positive conspiracy spreading good customer service throughout the organization,” Simmonds- Emmanuel says. She adds the entire staff at the hospital works toward quality health care with compassionate service.
Simmonds- Emmanuel says the special way Milligan treats people fits in well with the holistic approach the hospital is taking towards creating a quality experience for those who use their services.
“Smiling and helping people just comes easy to me,” Milligan says as she flashes a big friendly smile. “I treat everyone like family and friends.” She says some folks call her ‘Mama Louise.’
She says that, as a Southern girl, she knows the impact attitude can have on providing good quality hospitality care and customer service.
“Give someone a smile and lovely comment to make them feel comfortable,” Milligan says. She says meeting new people is the most rewarding part of her work.
“I want to set the footprint for people to follow on how to give quality customer service,” Milligan says.