Favorite Maintenance Tech Keeps Everything Working, Including The Smiles
When Thomas Costello, a maintenance technician at Benchmark Senior Living at Haverhill Crossings, went on vacation, residents missed him and kept asking when he’d be back. When Tom returned, everyone had to hear about his week in Las Vegas.
“By sharing his experiences, Tom makes personal connections with our residents,” says Executive Director John Walczak. “His friendly demeanor and great sense of humor have made him a favorite at Haverhill Crossings. Residents and family members look forward to seeing him.”
Tom is known as an exceptional maintenance technician who thinks on his feet and resolves issues without direction. He’s earned the respect of his teammates, who view him as a leader and seek his direction. His reputation has spread to other area Benchmark communities that often request Tom’s help.
“Tom lives a customer-service-first philosophy,” says John Silva, director of plant services and Tom’s supervisor. “I can always depend on Tom to step up. Like when he drove to the community in the middle of the night to fix a water leak. Or when a break in a city water main left us without water, and Tom and John Walczak jumped in our van, purchased 70 gallons of bottled water and distributed it to our residents.”
In just two years at Haverhill Crossings, Tom has worked as a housekeeper, activity aid and van driver. His goal is to one day become the plant operations director of a Benchmark community. To achieve his goal, he strives to learn as much as he can from John Silva. “Tom feels fortunate to be working for such a great organization,” says John, “and Benchmark is fortunate to have him on our team.”
Every Benchmark community recognizes a monthly Service Champion, an associate who exemplifies our values. At the end of the year, each community names one of their 12 Service Champions as “Service Champion of the Year.” Tom Costello is the 2017 Service Champion chosen by Benchmark Senior Living at Haverhill Crossings.